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Customer Service Representative / Solutions


Company Description

** Considering COVID-19 global outbreak, TPP® is committed to practicing social distancing without disturbing recruitment & workflow. With this in mind, our recruitment, on-boarding & trainings are executed via online platforms and you'll be expected to work from home until further notice. ***

Third Party Pet is a dynamic organization that provides a variety of enterprise solutions and technology within the pet industry across the country. We offer a culture that values teamwork, innovation, and results. We work in a professional, yet non-corporate environment that allows us to focus on making sure all clients are serviced to the best of our ability. If you are someone that is self-reliant, has a knack for being inventive in their strategic approach and is ready to take their career to the next level, you do not want to miss this opportunity

  Job Description

Third Party Pet is looking for experienced, empathetic, dependable, team-oriented professionals to join our Solutions group. As a remote Solutions Representative, you will strive to exceed customers’ expectations and deliver a truly remarkable service experience. A successful candidate will have an outstanding work ethic, a “customer-first” mindset, and a drive to solve problems.   

  Qualifications
  • High School diploma, GED, or equivalent experience
  • 2-3 years of Call Center or Customer Service Experience
  • Experience handling inbound and outbound emails and phone calls 
  • Experience supporting escalated client and customer issues while diffusing situations to provide exceptional service delivery 
  • Experience using contact center technology (Quality, Telephony, VOC, and WFM) a plus
  • Experience working in an environment with attendance and performance metrics (Answer Percentage, Productivity, Quality, Response Times, Service Level, Transitional Sales and Voice of the Customer)
  • Experience working in an omnichannel environment with Chat, Email, and Voice 
  • Transitional sales experience to upsell additional products and services a plus
  • Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem-solving, and critical thinking skills are essential
  • Proficiently utilize Microsoft Office, Gsuite, and internet search engines
  • Ability to speak effectively with customers and employees of the organization
  • Strong organizational, time management, and problem-solving skills
  • Excellent written and oral communication skills
  • Strong sense of professionalism and active listening skills
  • Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes
  • Ability to work with minimal supervision in a remote location

Work-from-Home Equipment & Internet Connectivity requirements:

  • Internet connection speed: 50 Mbps+
  • Internet connection type: Cable or Fiber
  • Wired, not wireless, connection available

 

Home Environment and Workspace:

Representatives need to have a dedicated workspace as the home office (preferably a separate room) and are responsible for maintaining the workspace in a safe condition, free from hazards and other dangers to people and equipment.

Third Party Pet® reserves the right to inspect employee’s remote workspaces to ensure business requirements are met. It is essential that representatives agree and understand that such inspections are necessary to ensure continuity of Third Party Pet’s® business and excellent standards of customer service.

  Additional Information

Team Environment

Representatives will be members of a larger remote team, with support from managers. There will be additional resources available, team leads and online tools. This is a structured environment and representatives will be provided a schedule they must adhere to daily.

Third Party Pet® Offers

  • Competitive Pay
  • Health, dental, vision – 100% Paid for employee on some plans
  • 401k (with company contribution)
  • An incredible leadership team that cares about your development.
  • Fun, smart, diverse colleagues