Onsite - Inbound Customer Support Advisor (Pet Industry)

Express Employment Professionals - Cincinnati East; Mesa (AZ); On-site; USD 36,000 - 42,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is seeking an Inbound Customer Support Advisor for a pet industry client in Mesa, AZ. This full-time, onsite role pays $18/hour and includes a 4-week onsite training program with hands-on coaching.

Shifts run 5:00 AM to 5:00 PM; weekend availability is required. Training Weeks 1–2 cover classroom lessons and processes, Weeks 3–4 provide live call support and performance feedback.

Qualifications

• High School Diploma or GED required.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• Genuine passion for helping customers and their pets.

Responsibilities

• Handle inbound customer service calls professionally and efficiently.
• Assist customers with order status updates and shipment tracking.
• Support appointment scheduling and appointment-related inquiries.
• Resolve customer concerns with empathy, patience, and professionalism.
• Accurately document customer interactions and resolutions.
• Navigate multiple systems while maintaining attention to detail.
• Troubleshoot customer issues and provide effective solutions.
• Meet quality, productivity, and customer satisfaction goals.
• Deliver a positive customer experience on every interaction.

Skills

Customer service

Communication

Active listening

Problem solving

Attention to detail

Multitasking

Teamwork

Education

High School Diploma or GED

Tools

Order management systems

Job description

Inbound Customer Support Advisor (Pet Industry)

Location: Mesa, AZ (100% Onsite)

Pay: $18/hour

Employment Type: Full-Time

About the Opportunity

We are seeking compassionate, customer-focused professionals to join our growing Customer Support team supporting a leading national pet retail organization. This role is ideal for individuals who are passionate about helping people and their pets while building a long-term career in customer service.

As an Inbound Customer Support Advisor, you will serve as the first point of contact for customers, assisting with order updates, order tracking, appointment support, account inquiries, and general customer service needs. We are looking for empathetic individuals who genuinely enjoy helping others and can deliver exceptional service in a fast-paced call center environment.

Pet lovers are strongly encouraged to apply!

Key Responsibilities

• Handle inbound customer service calls professionally and efficiently
• Assist customers with order status updates and shipment tracking
• Support appointment scheduling and appointment-related inquiries
• Resolve customer concerns with empathy, patience, and professionalism
• Accurately document customer interactions and resolutions
• Navigate multiple systems while maintaining attention to detail
• Troubleshoot customer issues and provide effective solutions
• Meet quality, productivity, and customer satisfaction goals
• Deliver a positive customer experience on every interaction

Qualifications

• High School Diploma or GED required
• Previous customer service or call center experience preferred
• Strong verbal and written communication skills
• Excellent active listening and problem-solving abilities
• Genuine passion for helping customers and their pets
• Strong attention to detail and accuracy
• Ability to multitask and work across multiple systems simultaneously
• Strong time management and organizational skills
• Professional demeanor in challenging situations
• Ability to work independently and make sound decisions
• Adaptable and flexible in a changing environment
• Technical support experience with PC, Mac, iOS, tablets, software applications, or related products is a plus

Schedule Requirements

• Must be available to work any day of the week, including weekends
• Employees receive two scheduled days off each week
• Regular shifts are scheduled between 5:00 AM and 5:00 PM based on business needs
• 9-hour shifts, including a 1-hour unpaid lunch break
• Scheduling flexibility is required

Paid Training Program

Week 1 Schedule

Monday – Friday
8:00 AM – 5:00 PM

4-Week Paid Onsite Training

Weeks 1–2

• Classroom-based instruction
• Systems and technology training
• Policies and procedures
• Customer service best practices
• Order management and support processes

Weeks 3–4

• Hands-on call support
• Live customer interactions
• One-on-one coaching
• Performance development and feedback

Important: Full attendance throughout training is required for successful completion of the onboarding program.

Work Environment

• 100% onsite in Mesa, AZ
• Fast-paced inbound call center environment
• Supportive team atmosphere
• Career growth and advancement opportunities
• Opportunity to build long-term customer service expertise

What We're Looking For

Successful candidates will demonstrate:

• A customer-first mindset
• Strong empathy and patience
• Passion for pets and pet owners
• Excellent communication skills
• Reliability and commitment to attendance
• Desire for long-term career growth
• Ability to thrive in a team-oriented environment