Solutions Customer Support Representative

Third Party Pet is a dynamic organization that provides a variety of enterprise solutions to pet retailers 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, a temperament for empathy and is ready to take their career to the next level, you do not want to miss this opportunity.

Third Party Pet has been certified as a Great Place to Work for four years running and pride ourselves on promoting a positive culture for all team members.

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, “customer-first” mindset and a drive to solve problems.

• High School diploma, GED, or equivalent experience
• 2-3 years of Call Center and 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, G-suite 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 and 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.

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.

EEO Policy

Third Party Pet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.