Customer Experience Associate
On-siteSalt Lake City, Utah, United States or Nashville, Tennessee, United States
Job Summary
Represent the Ollie brand voice to current and prospective customers while delivering a memorable experience that builds long-term relationships with pet parents. Manage customer relationships across emails, phones, and the order management system, accurately tracking and monitoring feedback and interactions. Help drive initiatives to accomplish the CX Vision of creating a world-class genuinely kind customer experience and develop agents in their KPIs and career development. Lead projects that improve the Ollie experience in Canine Care and beyond. This role reports to the Customer Experience Shift Manager with a fully remote option, though co-location in Salt Lake City is expected when appropriate. Candidates must have a Bachelor's degree and prior experience in customer-centric roles, with a passion for dogs and pets.
Required Qualifications
- Bachelor's Degree from an accredited four-year college or university
- Previous experience in customer-centric roles (retail, food service, etc.)
- Must be in or local to Salt Lake City
- Must be available for co-location in Salt Lake City when the time is appropriate
Desired Qualifications
- Experience with pets or health-foods preferred
- Experience with Gladly or a similar platform a plus
- Interest in working in a pet-friendly, fast-moving environment
- Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own
- Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents' many questions
- Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules
- Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you
- Fun. You don't mind occasional sloppy dog kisses and love sharing memes
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