Customer Service Representative II

PetCo San Diego, California
customer service customer service representative service representative representative pet team people insurance health interaction parents customer support customer experience
September 24, 2022
PetCo
San Diego, California
R152864

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Are you a friendly and self-motivated individual who loves pets and helping people? Are you passionate about delivering a customer-first experience and partnering internally to be a change champion for partners and customers? If so, we re paws-itive this might be the role for you! You ll be one of the voices of Petco, specifically championing for our Petco Insurance and Vital Care membership programs, and you ll get to live out your passion for pets every day.

Petco has transformed into more than just a pet store. We re revolutionizing how people look at pets and their wellbeing. We pride ourselves on being THE Health and Wellness Company for pets! We believe that Customers and their pets deserve the best and that's what we strive for on every interaction. In this role, you'll help Customers via phone call, live-chat, and e-mail. You ll help educate Customers and assist them with two of the fastest growing programs at Petco.

With Petco Insurance we provide flexible and affordable accident and illness coverage so pet parents can be prepared if the unexpected happens. Our Customer Support Team assists potential and current policy holders with account related questions and continuously look for ways to go above and beyond for Customers, as well as discover opportunities to improve the Customer Experience.

Vital Care is Petco s premier annual paid membership plan dedicated to pet wellness and includes the best of what Petco has to offer: grooming savings, vet savings, and more! The Customer Support Team handles escalated cases for Vital Care and partners with Front Line Agents to ensure the ideal Customer experience is provided on every interaction. We strive to retain Customers and ensure they re receiving the most out of their membership!

Candidates must be passionate about Vital Care, Insurance and the whole health of the pet. They must be customer-first and have or be willing to learn all aspects of the business from pet care center to grooming, training and vet services.

What We're Looking For

A love for animals and a passion for helping people

Strong written and verbal communication skills

Ability to build Customer relationships with enthusiasm and empathy

A willingness to learn how to use emerging technology, software, and apps to support Customer engagement

Schedule flexibility with requirement for schedule to include a weekend (Saturday or Sunday)

About The Petco Pet Wellness Customer Engagement Team

We are dedicated to our Customers and their furry family members and want to make a personal and meaningful connection with each one that reaches out to us. Our Team has the freedom to go the extra mile to assist our Customers, and we encourage them to get to know our customers and their pets on a deeper level. By providing a concierge-level of Customer Service, we want to help guide pet parents through each stage of pet parenthood and provide solutions to support the overall health and well-being of their furry family members.

Supervisory Responsibility

None

Qualifications

Minimum high school diploma (or its equivalency i.e. GED) or the equivalent work experience. A qualified applicant will be required to demonstrate proficiency in the areas of mathematics and above average communication.

Previous success in working in a Customer-facing environment and the ability to handle challenging Customer interactions via phone call, chat, or email

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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