Customer Experience Omnichannel Specialist
On-site · Auburn Hills, Michigan, United States or Juneau, Wisconsin, United States
Job Summary
The Omnichannel Specialist delivers best-in-class customer service to Whisker customers via phone, chat, and email, leveraging product knowledge and processes to resolve inquiries and provide troubleshooting for Litter-Robot and Feeder-Robot. Responsibilities include inbound/outbound communications within KPI guidelines, onboarding customers to the mobile app, and contributing to product feedback with marketing and engineering. The role supports a global customer base with potential collaboration across teams, and requires flexibility for evening/weekend shifts, a consistent 40-hour schedule (1:00 PM–9:30 PM EST on weekdays, 8:45 AM–5:15 PM EST on weekends), and comfort working in a pet-friendly, fast-paced environment.
Required Qualifications
- HS Diploma or equivalent
- 3+ years of customer service experience
- Excellent verbal, written, and interpersonal communication skills
- Experience with data entry and order entry
- Ability to multitask and prioritize
- Must be a team player
- Positive and upbeat attitude
- Strong computer skills including experience with spreadsheet, documents, word processing etc
- Maintains confidentiality of proprietary information
- Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
- High degree of initiative, self-motivation and ability to motivate others
- Ability to establish and maintain cooperative working relationships with team members and colleagues
- Flexibility to work hours outside of shift and overtime when necessary
- Comfortable with office pets (cats, dogs)
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