Job description

Ryan’s Pet Supplies, a wholesale catalog company, is looking for a friendly, experienced, Tier II Customer Service Representative to add to our awesome staff. This is a full-time position with benefits, in a casual work environment. The hours are 8:30 am to 5:00 pm Monday through Friday.

This position is responsible for interfacing with customers to take orders, answer questions about products, and follow-up on orders that have been placed, ensure their issue(s) are resolved and a superior customer interaction is provided in a timely manner.

Many customers may bring their pets in to shop with them, so you must be comfortable around dogs of all sizes.

What you’ll be doing:

This position requires the employee to “represent” the company. The employee’s professionalism, ability to handle the sales process efficiently, and their product knowledge can affect the relationship between the company and the customer in either a positive or negative way.

• Answer customer calls and respond to customer requests while maintaining customer satisfaction and meeting performance goals.
• Place orders for customers, take payment information, provide shipping information.
• Timely follow up on pending orders that require contacting customers with quotes or product information.
• Offer creative solutions to resolve complex customer requests.
• De-escalate and educate callers through clear and accurate exchange of information
• Expected to answer a minimum of 45 calls per day.
• Other duties and responsibilities as assigned.

Knowledge, Skills and Abilities:

• Proficient in computer use, to include Word, Outlook, internet search tools, proprietary company sales software (will be trained)
• Excellent communication skills (written and verbal)
• Excellent documentation skills
• Take ownership in resolving problems
• The ideal candidate is confident, compassionate, detail-oriented, and enjoys working with people
• Grooming experience preferred, but not required
• Ability to read, write and speak English and interpret documents such as training manuals and work instructions. Ability to write routine emails and correspondence

Minimum Qualifications

High school diploma or general education degree (GED); 2 years related experience and /or training; or equivalent combination of education and experience.

Physical demands:

Individual may need to sit or stand for extended periods of time. May require walking for short periods, reaching above shoulder level, and occasional lifting up to 25lbs.

What’s in it for me?

• Friendly and supportive culture with team member appreciation events
• Open-door policy
• Competitive pay
• Health and welfare benefits
• Pet discount program
• Supplemental insurance options including long and short-term disability and EAP
• 401k with company match
• Employee discount
• Paid time off
• Continuous training and growth opportunities

If you require alternative methods of application or screening, please contact us directly.

We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/team members to perform essential functions of the job.

Nexus Brands Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or another other characteristics protected by law. Native American receive preference in accordance with Tribal Law.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Phoenix, AZ 85006: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What types of Customer Service positions have you held?
• How many years of experience in handling escalated customer service issues do you have?

Work Location: One location

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