SmartPak Equine Customer Service Agent - Remote

Job Description:

About   Smart Pak :

SmartPak , a Chewy company, brings together more than 25 years of trusted   expertise   in equine health with the scale, innovation, and customer-first culture of Chewy. Together,   we're   advancing our mission to create a world where every horse thrives while continuing to deliver the products, services, and   expertise   the equine community knows and trusts.

At   SmartPak , we work hard because   we're   passionate about horses and the people who care for them. Since 1999,   we've   been connecting the equine community through innovative products, including our patented   SmartPak   supplement system, and a commitment to exceptional customer experiences.   We're   building an inclusive culture where respect, collaboration, ownership, and innovation drive everything we do. If   you're   looking to make a meaningful impact, grow your career, and help shape the future of equine health,   we'd   love for you to join us!

What role will you play in helping us write the next chapter?

About the job :

T he   Smart Pak   Customer Care   Team is   passionately   focused on powering healthy horses and happy riders !   The Customer   Service Agent   role is an exciting position supporting   Sm art Pak ’s   call center.   We ’re   looking for awesome horse people who can bring in their own equine experience to support our customers   and their horses .   The Customer   S ervice Age nt   role focuses on customer eng agem ent, hea lth knowl edge,   supplement subscription s, and   expertise   in our current product assortment . This position is hourly, fully remote, and requires some evening hours   and weekends .

Hourly Rate: $17/hr

Location: Remote

Here's   what   you’ll   do :

- Engage   w ith   Smar t Pak   cu stome rs over the phone,   chat, and text   –   partnering   with   cus tomer s   to provide thoughtful   recommendations   and support.

- Promot e   brand loyalty   while   providing solutions to   Smart Pak   customers for their equestrian needs

- Increas e   sales of   SmartPaks , supplement subscriptions, and tack and equipment by   demonstrating   deep product   expertise   and serving as a trusted resource for customers

- Cultivat e   relationships with our customers by providing exemplary customer service

- Driv e   brand-building initiatives through the execution of marketing programs and promotions

- Provid e   accurate   account management and follow-up based on customer needs

- Responsible for schedule adherence and meeting productivity standards

Qualifications:

- 5+ years of hands - on equine experience

- Equine focused degrees preferred

- Passion for helping customers and supporting the health   and well-being of their horses

- Sophisticated verbal and written communication skills

- Technologically savvy with working knowledge of Microsoft Office, including Word, Excel, and Outlook

- Aptitude to quickly learn and confidently navigate new computer systems

- Ability to approach challenges with creativity and a solutions-oriented mindset

- Proficient time management and organizational skills

- Comfortable making decisions in ambiguous situations, communicating clearly, and building positive working relationships

- Exhibits sales aptitude and willingness to improve upon these skills

- Comfortable working independently, as well as in a group

- Ability to stay motivated in a remote environment

- Customer service experience preferred

- Telephone and/or retail background are a plus

Remote Technology requirements:

- Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box;   SmartPak   will provide a standard 4-foot CAT-6 line. Candidates with Satellite and DSL internet will not be considered as these connections are NOT compatible with   SmartPak's   internet phone system.   Use of   WiFi   is not   permitted . Applicants must have service through a major Internet Service Provider.

- Must own a mobile device that has the capability to download and access the Okta Verify application , which is a free   app.
- Applicant   or a member of their household must have access to communicate with Internet Service Provider and be   permitted   to request service or receive technical support as needed.

- The hourly rate for this role is $17
- We offer the following benefits for our team members: 20% Chewy.com (http://Chewy.com) Discount
- Medical, Dental, Vision, FSA and HSA (eligibility on the 1st of the month following date of hire)
- Life and Disability Insurance
- 401(k) with company matching
- Wellness benefits through Wellbeing @Chewy
- Employee Assistance Program (EAP)
- Paid Time Off: Team members are eligible to accrue up to 160 hours of PTO their first year
- Subsidized child, adult, and pet backup care through Care.com (http://Care.com)
- Discounts on many items through the LifeMart Discount platform
- The option to sign up for Payactiv’s Earned Wage Access program and access a portion of the money you’ve already earned, before your regular payday!
- Referral Bonuses - $500 per referral

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com .

Non-exempt hourly team members accrue paid time off (PTO) subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected] .

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