Customer Experience Representative

Pet Screening; Mooresville (NC); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA benefits

Life Insurance

Short Term Disability

401(k) with match

Paid time off

Paid holidays

Optional remote work days

Pet friendly office

Job summary

PetScreening in Mooresville, NC is seeking a proactive Customer Experience Specialist to manage a high volume of inbound and outbound inquiries via Zendesk. You will identify needs, resolve issues quickly, and collaborate across teams to deliver exceptional service in a hybrid office environment.

The role emphasizes ownership, ongoing process improvements, and participation in team meetings. Candidates should have strong communication skills, comfort with Google Suite and CRM tools, and the

Qualifications

• Excellent communication skills with clear articulation.
• Able to learn software platforms quickly in a dynamic CX environment.
• Detail-oriented with strong time management and multitasking abilities.
• Positive, compassionate mindset and ability to work both independently and in a team.
• Experience with customer service or public relations preferred.

Responsibilities

• Respond to customer inquiries quickly and professionally via Zendesk.
• Identify customer needs and address them to achieve satisfaction.
• Meet individual and team CX KPI targets.
• Collaborate across departments and participate in special projects as needed.
• Support the hybrid office model with in-office attendance three days a week.

Skills

Excellent communication

Active listening

Google Suite

CRM familiarity

Team collaboration

Time management

Tools

Zendesk

HubSpot

Job description

Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency

Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time

Meet customer experience department targets, both individually and as a team

Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role

Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company

Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX

Essential Job Functions

• Performing repetitive tasks on a computer while in a stationary position for long periods.
• Efficiently manage a high volume of inbound and outbound communications through ZenDesk, leveraging a robust knowledge base. Team coverage varies individually within the hours of 6 AM to 10 PM EST.
• Meet individual and team performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.

Responsibilities

• Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character
• Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns
• Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations
• Participate in special projects as reasonably required in your role
• Contribute towards and participate in plans for team activities/meetings to create a positive work environment
• Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively

Qualifications

• Excellent communication skills, including active listening and clear, professional articulation
• Quick learner of software platforms and programs; flexibility to shift protocols as required in a dynamic customer- and client-responsive environment
• Detail-oriented work ethic with strong time management skills; able to multitask, manage time, and prioritize projects successfully with little impact on qualitative and quantitative markers
• Positive growth mindset with the ability to solve problems in a fast-paced, dynamic environment; alleviate and de-escalate conflicts, and escalate tactfully as needed
• Ability to succeed individually and as a team member
• Positive and compassionate with the ability to have fun and connect on the team!
• Experience with customer service or public relations - 1-year minimum is preferred but not required
• Experience with Google Suite
• Project management experience is preferred but not required
• Preferred: Familiar with HubSpot or a similar CRM, Zoom, Slack, and other workflow or learning management tools.

About PetScreening

Our Vision:

PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:

PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests.

What We Do:

PetScreening is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has apet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Pet friendly office

Customer Experience

Hybrid (Mooresville, North Carolina, US)