Customer first approach is key. The Senior Pet Owner Experience Advisor will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction.

What are we looking for?

• High School Diploma required, college degree preferred
• Must have a high-speed internet access - internet connection of 100kbps is required.
• Must have a dedicated work space free from background noise, interruptions, and distractions. 
• Flexibility with scheduling: nights, holidays, and weekend availability

Communication skills: 

• Ability to use email, chat, phone for business as means of communication. 
• Ability to clearly understand and respond appropriately to the issues presented. 
• Ability to communicate clearly and concisely with external customers, as well as internal colleagues and departments. 
• Ability to compose grammatically correct and informative written responses to customer issues. 
• Ability to document customer account activities thoroughly and concisely. 

Computer Skills: 

• Confident with navigating around the internet, using multiple browsers and tabs, and instant messenger tools as well as systems. 
• Proficiency in Windows operating systems and Microsoft Outlook 
• Quick learner when introduced to new technologies and systems. 
  

Environment: 

• Must be able to adapt to a pet friendly environment. 
• Must have a passion for helping peers, pets and customers. 
• Ability to work in high volume, fast paced every changing atmosphere. 

What will be your key responsibilities?

• Receives, processes & delegates internal requests, expedites promotions & cases within the defined time frame to ensure no impact to the customer experience 
• Provides guidance to customer service agents in real time to support all contacts that include all channels such as phone, email and chat 
• Responsible for training new agents and ongoing education programs lead by a Training Specialist 
• Functional expert for procedures, policy manuals, knowledgebase resources and other reference materials to serve as first point of contact in answering various general inquiries and issues. 
• Documents customer inquiries, issues, transactions and other relevant information to identify trends to solution.
• Meets with Team Lead & Analyst to review actionable insights 
• Identifies unusual events or consistent problem areas and addresses with management. 
• Suggests methods to simplify, enhance or update procedures within customer care 
• Identifies unusual events or consistent problem areas and addresses with management. 
• Suggests methods to simplify, enhance or update procedures within Customer Care. 
• Completes any business needed special projects as assigned by Line Manager 
• Manages escalation cases from team/customers 
• Pilot new capabilities and participates in testing/UAT 
• Helps drive team and environment engagement in accordance to The Five Principles 

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#LI-KS1