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Key Responsibilities
Answering phones and the ability to deal with customer interactions on all channels
Ability to de-escalate, resolve conflict and exude patience in all interactions.
Identify roadblocks and escalate to the appropriate channels.
Case management and follow through for one call resolution.
Perform and meet individual and team KPIs.
Utilize active listening skills, deal with ambiguity, and empathize with customers' needs and wants.
Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings
Provide feedback on process improvements
Helps drive team engagement in the MARS way or following the 5Ps.
Curiosity and drive for development.
Contribute to new agent trainings as needed.
Context and Scope
The scope of the Pet Owner Experience Advisorcontractor role is to take care of the Pet Owner needs by providing professional, helpful, high-quality service and assistance before, during, and after the Pet Owner requirements are met.
Job Specifications/Qualifications
Education & Professional Qualifications
College degree preferred, and High School Diploma required.
Experience in customer care an asset.
Experience in the veterinary and/or biological sciences and/or nutrition field(s) an asset
Knowledge/Experience
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.
Virtual contact flexibility requirement- Due to remote work environment:
Must have a high-speed internet access - internet connection of 100kbps is required.
Dedicated workspace: Must have space free from background noise, interruptions, and distractions.
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.
Flexibility scheduling, nights, holidays, and possible weekends availability