Customer Experience Associate

Customer Experience Associate

About Koala Health

Koala Health is a rapidly growing veterinary pharmacy dedicated to providing convenient and reliable access to pet medications and health products. We are a remote-first company, fostering a culture of flexibility, trust, and collaboration.

Job Summary

We are seeking a compassionate and dedicated Customer Experience Associate to join our growing team. As a key member of our customer support team, you will be responsible for providing exceptional service to our valued pet owners via phone and email.

Responsibilities

• Respond to customer inquiries regarding products, services, and order status.
• Manage inbound and outbound calls and emails in a timely and professional manner.
• Offer technical support for website navigation and account management.
• Resolve customer issues efficiently and effectively, ensuring a positive experience.
• Maintain accurate records of customer interactions and resolutions.

Qualifications

• High school diploma or equivalent.
• 1+ year of customer service experience, preferably in a veterinary setting.
• 6+ months of experience with computer and web-based tools.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team in a virtual environment.

Compensation & Benefits

• Competitive hourly rate of $18.
• Performance-based incentives.
• Comprehensive benefits package including medical, dental, and vision insurance, PTO, and 401(k) plan.

Qualifications

Education:

• High school diploma or equivalent required.

Experience:

• Minimum of 1 year of experience in a customer service role or within the veterinary care industry.
• Minimum of 6 months of professional experience utilizing computer and web-based tools.

Skills:

• Proven ability to communicate effectively both verbally and in writing.
• Strong problem-solving and conflict resolution skills.
• Proficiency in navigating and utilizing various software applications.
• Ability to work independently and as part of a remote team.
• Excellent time management and organizational skills.

Key Responsibilities:

• Provide exceptional customer service: Respond to customer inquiries via phone and email, addressing product and service questions with empathy and professionalism.
• Manage customer interactions: Efficiently handle inbound and outbound calls and emails, ensuring timely and accurate responses.
• Resolve customer issues: Identify and troubleshoot customer concerns, working diligently to find solutions and achieve positive outcomes.
• Offer technical support: Assist customers with website navigation and online ordering processes, providing clear and concise guidance.
• Maintain accurate records: Document all customer interactions and resolutions in the company's CRM system.
• Contribute to team success: Collaborate with colleagues to share knowledge, improve processes, and enhance the overall customer experience.

Koala Health - Customer Experience Associate Hiring Workflow

1. Application Review: Koala Health will review applications for relevant skills and experience.

2. Phone Screening: Short phone interviews will assess communication skills and basic qualifications.

3. Skills Assessment: Candidates will complete a short online assessment testing computer proficiency and customer service aptitude.

4. Virtual Interview: Top candidates will participate in a virtual interview with a member of the Koala Health team to discuss experience, motivations, and fit within the company culture.

5. Reference Checks: Finalists will undergo reference checks to verify previous employment and performance.

6. Offer & Onboarding: Selected candidates will receive a formal offer and participate in a comprehensive onboarding program to ensure a smooth transition into their new role.

About Koala Health

Koala Health is revolutionizing pet care by delivering medications and health products directly to pet owners. As a fast-growing, remote-first company, we prioritize flexibility and trust, empowering our team to deliver exceptional service from anywhere.

We're passionate about providing pet parents with convenient access to quality veterinary care and building a supportive community for both pets and their owners. At Koala Health, we believe in fostering a positive and collaborative work environment where every team member can thrive.