Customer Success Specialist

PetMed Express, Inc.; Delray Beach (FL); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental & vision

Pet insurance

401k match

Hybrid work

Job summary

PetMed Express, Inc. in Delray Beach, FL is seeking a Customer Success Specialist to help pet parents order medications, food, and supplies, while promoting services like Autoship and Vetster. You’ll engage customers across voice, email, and chat to ensure a personalized experience and loyalty.

You’ll stay up-to-date on products and services, providing knowledgeable guidance and compassionate support to resolve issues and improve the overall delivery experience.

Qualifications

• Experience in a high-volume sales or service/support role.
• Strong written and verbal communication skills.
• Hybrid work options for locals.
• Proficiency with MS Office and Google Workspace.

Responsibilities

• Engage with pet parents through voice, email, and chat to assist with ordering medications, food, and supplements, delivering a tailored experience.
• Drive sales by recommending products and communicating benefits, while understanding customer needs.
• Highlight services such as Autoship and Vetster to foster loyalty and engagement.
• Build lasting relationships by providing personalized communication about purchases, sales events, and new products.

Skills

Strong communication

Microsoft Office

Google Workspace

Education

High school diploma or equivalent

Tools

Microsoft Office

Google Workspace

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Success Specialist

Delray Beach, FL, US

30+ days ago Requisition ID: 1027

Opportunity Summary:

We’re seeking bright and enthusiastic individuals to join our team as a Customer Success Specialist. In this role, you will serve as a trusted pet health and wellness expert and you’ll build meaningful relationships with pet parents. You’ll primarily assist with the purchase of medications, supplements, food, and supplies, while also promoting services and troubleshooting issues, from order status to delivery experience.

Key Responsibilities:

• Engage with pet parents through voice, email, and chat channels to provide personalized assistance in ordering prescription medications, food and supplements/vitamins ensuring a tailored experience that exceeds the customer's expectations
• Drive sales by recommending products, clearly communicating their benefits, and asking thoughtful questions to gain a deeper understanding of the customer’s needs
• Highlight services and their benefits, including Autoship (subscription program) and Vetster (telehealth), to foster long-term customer loyalty and engagement
• Build lasting customer relationships and loyalty by maintaining consistent, personalized communication with new and existing customers regarding recent purchases, upcoming sales events and new products and services.
• Stay informed about new products and services, becoming a guru on pet care and wellness items like food, medications, supplements and supplies (from shampoos to sprays), and confidently share this knowledge with pet parents to inspire a lifetime of purchases
• Foster a growth mindset by welcoming feedback and continuously seeking opportunities to enhance sales techniques and customer service skills, ensuring ongoing personal and professional development
• Conduct thorough research and apply problem-solving techniques to effectively address and resolve any concerns or issues from pet parents
• Approach every interaction with professionalism, empathy, and active listening, demonstrating patience and a genuine commitment to providing exceptional care and support

Qualifications:

• Experience in a high-volume sales or service/support role
• Proficient in Microsoft Office (Word, Excel and PowerPoint) and Google Workspace (docs, sheets and slides)
• Strong written and verbal communication skills
• Competitive hourly pay
• Bring your pet to work
• Comprehensive health, dental, vision and pet insurance (and more) (Large Company Subsidy)
• Hybrid work options for locals
• Generous pet-related benefits and discounts
• Professional development opportunities and career growth
• 401k with 4% company match
• Paid parental leave, surrogacy, and adoption benefits
• Generous paid time off
• 10 Paid Holidays (+ 2 early closures )
• Education Reimbursement Program
• Opportunity for growth and development across several areas of the organization

PetMeds/PetCareRX (“Pets”) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us and help shape the future of our brand, creating memorable experiences for pet parent families everywhere!

The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above-listed qualifications.