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Customer Love Representative

Customer Support | Austin, TX | Full Time

Job Description

Do you have a passion for helping people? Do you love pets as much as you love people? Can you multitask without giving it a second thought? Do you want to make a difference in the lives of people and pets across the nation?

If you answered yes to these questions, let's talk!

Wondercide is a fast-growing, Austin company producing safe and effective plant-based pest protection for pets, people, homes, and yards. We are looking for an experienced, dedicated Customer Love (care) Representative. This is a small business (under 50 employees) with plenty of opportunities for impact and growth. We’re looking for someone who can take the team to the next level.

Does our mission excite you? Keep reading!

We are looking for someone who is passionate about providing customers with a positive experience and thrives in a fast-paced team environment. 

Daily Responsibilities: 

  • Field customer inquiries and organize responses throughout the day across various systems including phone, email, live chat, and Amazon. Bonus points if you have experience with Zendesk and Amazon Seller Central! We may still be transitioning from HelpScout, so experience with this platform is good too.

  • Support social moderation as needed on Facebook and Instagram, including responding to direct messages and comments from customers and prospects. 

  • Support the Growth, Operations, and Accounting teams with a variety of tasks including shipping special orders, processing returns, and helping with miscellaneous project needs. 

  • Manage various tasks and projects to help the department become more efficient and impactful including quarterly Standard Operating Procedure updates, development testing support, and data-related optimizations.

  • Support various customer, brand, and company events and help with tasks including event set up, selling products, speaking with customers, and being brand advocates.

  • Execute daily and weekly reporting on important customer-focused metrics including ratings, interaction totals, revenue impact, and more. 

  • When we’re in the office, greet walk-in customers, help them place orders, and provide them with exceptional service at our on-site store.

Requirements:

  • Must be an excellent communicator in person, on the phone, and in email communications.

  • Must be comfortable with technology and learning to use tools that help our company run better and help our customers interact with us.

  • Must be obsessed with a positive customer experience.

  • Must be knowledgeable of correct grammar to use in communications across multiple platforms like email, phone conversations, and walk-in customers.

  • Must possess the ability to make customers feel heard and cared for, help customers solve problems, and diffuse frustrations.

  • Must be ready to multitask, help out across the entire company, and take on new challenges. We all chip in everywhere we are needed, and this position is no different.

  • Must have a passion for our mission.

Bonus Points:

  • 2+ years experience in customer service

  • Experience with e-commerce, Shopify, Amazon Seller Central, Facebook, consumer packaged goods, natural products or pet industry

  • Comfortable being live in social media for product demonstrations and to answer customer questions

What’s in it for you?

  • We mentioned changing the world, right? Need more? You got it!

  • Work with a dream team that will support you and help you succeed.

  • Good pay and benefits including low healthcare premiums, 100% of vision and dental covered, paid volunteer time off, extended maternity and paternity leave.

  • Performance bonus program.

  • Company-wide Thankful Thursdays and Fun Fridays. Yup, we do them virtually nowadays.

  • Fun swag and free Wondercide.

  • Three weeks of vacation days available to you when you start. No having to accrue days.

  • Paid holiday and sick leave


The salary for this position is $17.50/hour + DOE (depends on experience level).


This position is based in Austin, TX at the Wondercide headquarters. Remote work may be required or granted depending on regulations in place and the type of work being done.

 

Wondercide is committed to Diversity and Inclusion. We are an Equal Opportunity/Affirmative Action Employer. We encourage all interested and qualified candidates to apply to this position.