Job Description

Customer Care Representative

Pay Rate: $22/hr.

Retention Bonus: $250 @ 45 days (upon successful completion of new hire training) and $250 @ 90 days (USD)

Contract Duration: 2 years

Location: Onsite in Duluth, GA and Johns Creek, GA (office relocating Summer 2026)

Schedule & Shift Details

• Training: 100% onsite for the first 6 weeks
• Post-Training: Hybrid schedule (3 days onsite)
• Work Days: Monday – Friday (closed weekends)
• Shift Options:
• 8:00 am – 5:00 pm
• 8:30 am – 5:30 pm
• 9:00 am – 6:00 pm
• Shift Assignment: Based on performance and attendance during training
• Start Date: 02/23 (candidates must be able to start on this date; start date is non-flexible)

Key Responsibilities

As a Customer Care Representative, you will:

• Handle a range of complex customer interactions quickly and effectively, including account inquiries, billing/order issues, website navigation, order entry, and complaint resolution.
• Document customer queries and monitor each case until resolution.
• Serve customers via multiple channels: phone, email, and self-service.
• Work within a structured environment while demonstrating flexibility and initiative to meet individual goals.
• Meet quality standards in every service interaction to reduce customer effort.
• Anticipate customer needs and support upselling/cross-selling of products and services.
• Follow up via outbound calls and emails according to standards.
• Accommodate special requests and resolve complaints using sound judgment and critical decision-making skills.
• Resolve inquiries about marketing programs, product, price, and order status within established procedures.
• Maintain understanding of processes, procedures, and support systems.
• Document and communicate each interaction effectively across the team.
• Collaborate with team members to achieve mutual and independent goals.

Required Skills

• Basic job-related knowledge and understanding of department goals/strategies
• Strong competence in customer service platforms and systems
• Excellent multi-tasking and customer interaction skills
• Adaptability to process and procedure changes
• Excellent written and verbal communication
• Strong interpersonal skills for collaborative team environments
• Proficiency in Microsoft Office, call center, and custom software programs

Key Attributes

• Initiative & Resilience: Takes ownership and adapts to challenges
• Prioritization & Organization: Strong time management, handles multiple tasks effectively
• Problem-Solving & Critical Thinking: Develops solutions and makes sound decisions
• Technical Aptitude: Comfortable learning new technologies
• Customer Service Orientation: Committed to exceptional service
• Innovation & Agility: Open to change, able to pivot quickly
• Attention to Detail: Ensures accuracy and quality
• Self-Starter: Proactive in driving results and collaborating
• Research Skills: Gathers and analyzes information for decisions
• Additional Experience: Animal/veterinary experience, Salesforce/SAP proficiency is a plus
• Customer Experience Focus
• Ability to comprehend complex and technical information

Education Requirements

• Preferred: Bachelor’s degree from an accredited institution
• Required: High school diploma

Note: All candidates will undergo a phone screen. Follow all company and department policies, including working a bi-annual shift as assigned from the scheduled shift times. Performance metrics will be evaluated regularly.

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