Customer Sales & Support Specialist

Customer Service Representative

At Invisible Fence Brand we are every bit as passionate about the well-being of pets today as we were when our founder created the world's first dog fence. It's that commitment that keeps us going and growing. It is in the way we continue to pioneer powerful, industry-changing pet solutions. It is in the way of our ongoing Shelter to Forever Home Program. It is in the way we provide expert care to you and your pet from your neighborhood Invisible Fence Brand dealer. Most of all, it is our commitment in the worry-free way you enjoy your pet's companionship. The way we look at it, nothing could be more revolutionary—or more wag-worthy—than that!

When it comes to improving the lives of pets and their people, it's never a job. It's a labor of love.

Summary of Position: Answer inbound calls to assist our Brand customers with their pet product needs. This position requires both service and sales skills to increase customer loyalty and enhance revenue, to achieve our mission of 'being the most trusted pet brands'.

Responsibilities:

• Provide our customers with excellent service
• Offer and sell our vast array of products by finding product solutions which meet the customer's and their pet's needs
• Identify the customer's product issues and provide problem solving troubleshooting and assistance so they may best utilize their product to keep their pets happy and safe
• Follow policies & procedures to ensure quality & consistency on every customer interaction
• Consistently meet and exceed Customer Care accountabilities

Qualifications:

• HS diploma or GED
• 1-3 years of Customer Service experience preferred
• Ability to offer, promote and sell products/services to existing and prospective customers
• Great communication skills
• Ability to type at least 40 words per minute
• Ability to utilize a computer to open, resolve, categorize, close tickets and support cases within the system
• Passionate about improving the customer experience
• Ability to thrive in a fast-paced environment with change

Accountabilities:

• Sales Goals
• Branded Customer Satisfaction Scores
• Quality Assurance
• Attendance
• Wrap Time
• Compliance
• Unavailable Time
• Average Handle Time

Relationships:

• Directly reports to Assistant Manager
• Works in conjunction with all Customer Care Specialists