Customer Service Agent

Koala Health is growing and looking for some new team members! Koala is a veterinary pharmacy on a mission to delight pet owners by making healthcare simple. We make it easy to shop for your pet’s medications and health related products by dispensing and shipping those products in our custom pouch packaging. It is our mission to create a delightful experience for both pets and their owners.

In this role you will manage customer queries and interactions. You will also be asked to process and modify orders and escalate customer feedback across a number of communication channels. To do well in this role you need the ability to create a delightful experience for customers and remain cordial when customers are frustrated. Your expertise and experience will assist in shaping the best practices that drive world class customer experience.

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CORE RESPONSIBILITIES:

• Assist customers over the phone, email, and chat with product and service questions.
• Manage both inbound and outbound calls
• Proactively identify solutions to questions you anticipate our pet owners have in each interaction
• Take a hands-on approach to resolving every issue, owning it from start to finish
• Provide a best-in-class service experience for our customers while working in a fast-paced environment
• Provide our customers with technical support when navigating our website
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

BASIC QUALIFICATIONS:

• High school diploma or equivalent
• 6+ months of professional experience working with computer and web based tools
• 1+ years of customer service experience or Veterinary care experience
• Ability to work 7am - 3pm MT, Monday - Friday
• Comfortable with virtual environments, including phone contact with customers for the duration of your shift
• Excellent communication skills (spoken and written)

VIRTUAL REQUIREMENTS:

• Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed
• Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours

PREFERRED QUALIFICATIONS

• 2+ year of relevant phone or email customer service experience
• Experience working virtually
• Experience working in Veterinary/Pet care
• Demonstrated ability to work as a team member
• Animal lover - Not required, but definitely a plus

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Koala Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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