Escalation and Retention Case Specialist

Pack leaders wanted! We are JustFoodForDogs, and our passion is to help give all animals 'More life. More years. More love.' by providing them with the best diet. If you share our passion, apply to be a Escalation and Retention Case Specialist today! Our most successful Case Specialists are pet owners themselves who care deeply about what they feed their pets. They love talking to and establishing long-term relationships with pet parents as well as going over and beyond to surprise and delight our customers.

Reports to: Director of Customer Service

FLSA Status: Non-Exempt

Managerial Responsibility: None

Key Responsibilities:

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  Main point of contact for “Loyalty Issues” and “Surprise and Delight” campaigns to promote customer loyalty and engagement
• Handles escalated contacts from Nutrition Consultants; with the ability to de-escalate Pet Parents and turn their negative experience into a positive one
• Handles loyalty programs to facilitate giveaways to our loyal customers.
• Expert at “Wowing” our customers with numerous customer incentive plans
• Create new programs to help drive customer loyalty.
• Expert in JFFD products and product knowledge to educate inquiring Pet Parents
• Complete “Priceless Surprise Initiatives” such as, but not limited to sending personalized handwritten cards, flowers, and gifts to Pet Parents and their pets for birthdays, illnesses, condolences, etc.
• Collaborate with various teams and departments to ensure Pet Parents are receiving the best support/service possible
• Skilled at assessing needs, sharing features and benefits of products, overcoming objections, and wrapping up productive consults
• Open and maintain customer accounts by recording account information and accurate case notes
• Projects an image of professionalism in communication, appearance, conduct and timeliness
• Acts as a liaison between Pet Parents and management to enhance the overall Pet Parent experience
• Outbound and Inbound calls, chats, emails, SMS, and video chat to assist Pet Parents
• Follow communication procedures, guidelines, and policies
• Tracks proposed resolutions and follows up with Pet Parents in a timely fashion
• Prepares documents and reports for future reference
• Develops and maintains vast knowledge of pet nutrition products and services being offered
• Attend meetings as requested and coordinate team meetings as needed
• Communicates Pet Parent feedback to various teams—including quality, E-commerce, and marketing departments—to improve the overall Pet Parent experience
• Manage customer loyalty and retention processes.
• Think outside of the box to better service customers
• Ability to weight out situations to find the best value fit for loyalty giveaways.
• Passionate and motivated to make a difference in the health and lives of dogs and cats
• Other tasks and duties as assigned by manager

Required Skills/Abilities:

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  Possesses the ability to communicate effectively in person, over the phone, live chat, email, SMS (text messaging), social media, and video chats
• Has strong leadership skills and the ability to work with others to resolve Pet Parent complaints
• Exhibits self-motivation, the ability to multitask, and pay close attention to small details
• Thinks logically to provide answers to Pet Parent questions and resolutions for various issues that may arise
• Ability to prioritize tasks and complete them in a fast-paced, high-pressure environment.
• Displays the ability to work in a collaborative and team-oriented environment.
• Full understanding of how orders are placed and processed, including Vet diets and Custom diets
• Adaptability
• Proactive with the ability to work independently with minimal supervision
• Must be proficient and knowledgeable with all JFFD Products and Services

Qualifications:

• 
  Strong time management and organizational skills
• Skilled at assessing needs, sharing features and benefits of products, overcoming objections, and wrapping up productive consults
• Strong interpersonal skills
• Passionate and motivated to make a difference in the health and lives of dogs and cats
• Empathetic to our Pet Parent’s situations
• Retail or consultative experience; pet nutrition experience a plus
• Strong interpersonal skills
• Self-driven to meet and exceed goals
• Strong time management and organizational skills
• Veterinary experience or a background in pet nutrition is a preferred
• Strongly prefer a four-year degree and require a High School Diploma or equivalent