Customer Support Representative

Company Introduction: 

At BestLife4Pets, we’re dedicated to helping your fur babies lead healthy, active lives. We offer a wide variety of natural supplements and remedies to enhance your pet’s well-being, without artificial ingredients. What sets us apart is our deep-rooted love for our pets – in fact, our CEO founded this company after witnessing the remarkable results of homeopathic remedies on her own dog. 

We’re a small company with a big heart and a family team environment; we want our customers and employees to feel like they’re part of our family, too. The BestLife4Pets family shares a common goal of ensuring happy, thriving pets AND happy, thriving owners. 

Our team values are curiosity, integrity, and empathy. If you want to be part of a growing company with heart and plenty of opportunities to make an impact, we’d love to have you join our team. 

About the Role 

As our Customer Support Representative, you’ll play a huge role in making our customers feel heard, understood, and valued. Your goal? To provide solutions that meet their (and their pets’) needs and exceed their expectations. 

As the voice of our brand, you’ll handle customer inquiries, provide product recommendations, and help guide our customers toward the right natural pet supplements for their pets. In addition to talking to customers, you’ll also build powerful connections with pet parents through our various sales channels, as well as on social media. 

Based on your skills and interests, you’ll have the opportunity to contribute to other areas of the business when customer service demands are low.  These may include creating and posting blogs, updating product listings, researching new products, creating and posting on social media platforms, developing standard operating procedures (SOPs), and more. 

In everything you do, your focus will be on helping pet owners keep their fur babies healthy by providing natural homeopathic supplements. This role is ideal for someone who is passionate about pets and eager to make a meaningful impact. Selling is simple when you offer people solutions that have hundreds of testimonials and genuinely help pets. 

Mission Statement:

The primary mission of our Customer Support Representative is to attend to the needs of our customers, making them feel heard and cared for, and providing thoughtful, practical recommendations for remedies that meet their needs. As the voice of BestLife4Pets, it’s your responsibility to act in a way that’s befitting of the ethics and attitude of the company. 

General responsibilities:

The responsibilities of our Customer Support Representative include the following: 

• Respond to customer inquiries through various channels (phone, email, chat, social media, etc.) in a timely manner and with empathy, compassion, and professionalism
• Actively listen, ask clarifying questions, and recommend the best products for each customer’s pet health needs
• Advocate for the brand and consistently provide exceptional customer experiences, ensuring customers feel valued and supported
• Manage and resolve customer complaints with patience, understanding, and professionalism
• Handle sales inquiries and assist with order placements, changes, and follow-ups as needed
• Utilize customer feedback to identify improvements and enhance the customer experience
• Create, document, and maintain SOPs and other product templates and procedures 

To perform the above duties, you’ll need to: 

• Be dependable, punctual, and have good time management skills
• Be able to meet tight deadlines without compromising on quality or attention to detail
• Have excellent interpersonal and communication skills with the ability to build strong relationships with customers and internal teams
• Stay current on our product offerings and promotions to confidently guide customers in their purchasing decisions
• Have strong problem-solving and analytical skills with the ability to think creatively and strategically
• Be proactive, growth-motivated, and a self-starter
• Be able to multitask and manage multiple projects simultaneously
• Be detail-oriented and responsible
• Have a passion for customer success and empathy for our customers
• Actively seek out additional work and support the team when customer service demands are low

Overall, the Customer Support Representative will play a crucial role in driving the continued growth and success of BestLife4Pets by being the voice of the brand and representing our values, products, and commitment to caring for both our human and animal customers. 

Position specifications:

The Customer Support Representative position includes committing to the following:

• Full-time commitment and 40 work hours per week (8-hour workday)
• Availability and a high level of responsiveness during our general office hours
• A competitive salary and flexible work-life balance
• Receive contractor status and training after commencing work
• Paid annual leave and sick leave
• A 30-day notice period of one calendar month

Requirements

Profile:

As our Customer Support Representative, you must be an organized, outgoing, and compassionate individual. You need to be able to work autonomously, communicate with the team as necessary, and be comfortable interacting with pet parents frequently over the phone, email, and other digital platforms. 

You’ll ideally have a background in customer service, sales, marketing, or e-commerce. Genuine compassion and empathy are must-have traits; you need to be able to listen, offer advice, and be gentle with people (even at 4 PM on a Friday when someone’s worried about their fur baby!) 

We value a go-getter attitude and a willingness to help, even with work that might be outside of your regular scope. You’ll need to take the time to thoroughly familiarize yourself with our products so you can provide the help people truly need. Being detail-oriented is therefore important. 

The ideal candidate for the Customer Support Representative role is someone who understands the relationship between a pet and its owner. Ideally, they’ll also be passionate about pets and genuinely care about BestLife4Pets’ mission of improving the lives of animals through natural, holistic products. 

Effective time management, organizational skills, communication, and interpersonal skills will be valuable assets in this position, helping you succeed and integrate into our team environment. 

Key traits for this position: 

Our ideal Customer Support Representative will demonstrate excellent interpersonal skills, strong customer service skills, and empathy for pets and their parents. You’ll need to be able to manage your time effectively, confidently provide advice to our customers, and maintain a deep understanding of our products. The ability to multitask is a bonus, and strong communication skills will help you succeed.

Key requirements:

The Customer Support Representative position has the following key requirements: 

• Excellent command of English (written and oral)
• Strong communication and interpersonal skills
• Experience in customer service, sales, marketing, or e-commerce preferred
• Excellent attention to detail
• Quality-focused, dependable, and results-oriented
• Ability to work efficiently under tight deadlines, or when faced with tough customers, while maintaining professionalism and high-quality service
• Ability to identify and implement efficiencies in processes to enhance workflow
• Team player who takes initiative and helps others when workload allows
• Ability to work effectively both within a team and independently
• Be tech-savvy and willing to learn
• Must have a strong internet connection with minimal downtime

Nice-to-Haves: 

• Experience with the backend of Shopify, Amazon FBA, Walmart, and Klaviyo
• Familiarity with Gorgias or other Customer Ticketing Systems
• Familiarity with Slack and Clickup (or similar Project Management tools)
• Experience with various social platforms (FB, Instagram, Pinterest, etc.), including engaging with and managing Facebook groups
• Digital marketing experience
• Experience in a veterinary and/or health-related field

Important: A positive attitude and willingness to learn are more important than any tech skills! Training will be provided in any tools you aren’t familiar with, so please don’t hesitate to apply if you feel that you’d be a good fit. 

Benefits

As part of our fast-growing team, you get access to these benefits:

• A fully remote and flexible work environment that allows you to work from anywhere
• A competitive remuneration package
• Working with a team that values efficiency over micromanagement
• Directly impacting the success and growth of our company, BestLife4Pets
• Work alongside a team that shares your passion for animals
• Continuous growth opportunities to develop your skills and advance within the company
• The chance to make a real difference in the lives of pets and their owners