Consumer Care Representative

WellPet, LLC; Burlington (MA); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Benefits package

Job summary

Wellness Pet Company in Burlington, MA is hiring a Consumer Care specialist to engage with pet parents via phone, chat, email and social media, delivering responses with warmth and brand enthusiasm.

This in‑office role requires a bachelor’s degree or equivalent experience, at least one year of customer service, excellent written and verbal communication, and the ability to work four days a week, 8am–5pm.

Qualifications

• Bachelor’s degree or equivalent professional experience preferred.
• Minimum of 1 year of customer service experience.
• Entry level skills using Microsoft Office applications.
• Ability to work in the Burlington, MA office 4 days a week, 8 hours a day (8am–5pm).
• Excellent written and verbal communication skills with a warm, empathetic tone.

Responsibilities

• Voice of Wellness Pet—engage with pet parents via phone, chat, email and social media, delivering responses with warmth and brand enthusiasm.
• Troubleshoot customer questions and concerns, offering creative solutions.
• Own the pet parent experience and build relationships to enhance brand loyalty.
• Respond to customer inquiries on social media and review sites, keeping conversations on-brand.
• Share customer feedback to help improve products and services across teams.
• Suggest ideas to streamline processes and enhance engagement tools.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Empathetic tone

Self supervision

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Current job opportunities are posted here as they become available.

The Wellness Pet Company is on a mission. Every day, we strive to make the best pet food scientifically proven to deliver a difference pets will feel, and pet parents will see. We are a team united by a shared passion for pets and the people who love them. As a community of people working together, Wellies start and end with the consumer – always. At Wellness, we bring our best, stay on the scent of what matters most, get hungry and dig deep to uncover new possibilities, and move with agility when opportunity arises. Above all, we believe the strongest results come from working together and winning as a pack. Sound good to you? Come for a walk with us today!

Our Team is based out of our office in Burlington, Massachusetts, where we work in-office Monday through Thursday each week, and remotely on Fridays. Team members must reside within or be willing to relocate to a commutable distance from our Burlington office.

What You’ll Do:

Our Consumer Care team, based in our Burlington, MA global headquarters, is made up of professionals who understand the difference our products make in the lives of pets. Reporting to the Consumer Care Lead, you will have the opportunity to:

• Be a Voice of Wellness Pet– Engage with pet parents through phone, chat, email, and social media, delivering responses with personality, warmth, and brand enthusiasm.
• Solve with Speed & Smarts– Proactively troubleshoot customer questions and concerns, offering creative solutions that surprise and delight.
• Own the Pet Parent Experience– Go beyond answering questions—build relationships, anticipate needs, and turn every interaction into a reason to love the brand.
• Engage on Social & Digital Platforms– Respond to customer inquiries on social media, community forums, and review sites, keeping the conversation fun, informative, and on-brand.
• Spot Trends & Insights– Share feedback from customers to help improve products, services, and the overall brand experience to your cross-functional counterparts.?
• Bring New Ideas to the Table– Help modernize customer service by suggesting ways to streamline processes, enhance automation, or create better engagement tools.

Who We’re Looking For

Team Wellie is a group of people who are all in on winning for the consumer and the pets they love. And so, we are seeking an individual who:

• Brings their best
• Stays on the scent
• Gets hungry and digs deep
• Is quick on their paws
• Wins as a pack

In addition, for this specific role, we are seeking an individual who possesses:

• A bachelor’s degree or equivalent professional experience preferred
• A minimum of one year of previous customer service experience
• Entry level skills using Microsoft Office applications
• Ability to work in our Burlington, MA office 4 days a week, 8 hours a day between the hours of 8am and 5pm.
• Excellent written and verbal communication skills, with a warm and empathetic tone
• Excellent problem-solving skills
• A genuine passion for helping people and building connections
• The ability to work with minimal supervision in a dynamic, fast-paced environment

Why Wellness Pet?

We care about the wellbeing of our people, their families, and their pets. We treat every Wellie to a best-in-class benefits package, a warm and welcoming environment, and a place where you can learn and grow professionally. More information about what makes us special can be found on our website. The Wellness Pet Company is proud to be an equal opportunity workplace. We foster an inclusive work environment and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

The hourly rate for this position is $26, based on a full-time work schedule, anticipated responsibilities, market benchmarks, and organizational equity. Compensation may vary within that pay range depending on the selected candidate’s professional background, experience, operational needs, and other