Customer Experience Representative

PetScreening; Mooresville (NC); Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Medical/Dental/Vision/HSA benefits

Life Insurance

401(k) with 3% match

Paid time off

Paid holidays

Optional remote work days

Bereavement leave

Pet friendly office

Job summary

PetScreening is seeking a customer experience specialist to manage a high volume of inbound and outbound communications via Zendesk in a hybrid office setting in Mooresville, NC. You will deliver compassionate support, resolve issues, and contribute to team performance while collaborating across departments.

The role emphasizes effective communication, rapid response, and adherence to CX guidelines. Prior experience in customer service and CRM familiarity is preferred.

Qualifications

• Excellent communication skills with active listening and clear articulation.
• Quick learner of software platforms; adaptable to evolving processes.
• Detail-oriented; strong time management; able to multitask with quality output.
• Positive growth mindset; capable of de-escalation and professional demeanor.
• Works well independently and as part of a team.
• Friendly, compassionate, and able to engage with customers.
• Experience in customer service or public relations preferred.
• Familiar with HubSpot or similar CRM; Zoom and Slack experience a plus.

Responsibilities

• Set a positive example for the team in commitment and customer experience.
• Respond quickly and professionally to inquiries across a wide range of questions.
• Engage with customers and internal teams to deliver exceptional experiences; handle escalations.
• Participate in special projects as needed.
• Contribute to team activities to foster a positive work environment.
• Show leadership and own responsibilities to move the team forward.

Skills

Excellent communication

Google Suite

Customer service

Team collaboration

Time management

Multitasking

Problem solving

Compassionate

Tools

HubSpot CRM

Zoom

Slack

LMS tools

Job description

Become a member of the PACK!

Objectives

• 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 elevate 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 a pet-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
• Paid Family/Military/Bereavement leave
• Pet friendly office