[Hiring] Client Care Representative @Mars

Role Description

The Client Care Representative will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction.

Qualifications

• High School Diploma
• High-speed internet access - internet connection of 100kbps
• Work environment free from background noise, interruptions, and distractions.
• 1+ year experience with Salesforce
• 1+ years utilizing MS Office Product Suite
• Preferred: College degree
• Prior experience working in customer service call center environment
• Prior customer service experience with the veterinary field

Requirements

• Ability to handle challenging customer interactions that include phone, email, chat, and cases & SMS.
• Ability to determine customer needs and provide appropriate solutions in a timely and professional manner.
• Ability to empathize and prioritize customer needs by demonstrating agility and teamwork.
• Ability to resolve conflicts and set appropriate expectations for customers.
• Able to identify roadblocks and escalate through the appropriate channels.
• Exude patience and ownership with each customer, including both internal and external contacts.

Benefits

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• A strong focus on learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.
• Eligible employees are automatically enrolled in a 401(k) plan.
• Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents.
• Up to 18 weeks of paid parental leave.
• 120 hours of vacation per year.
• Paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year.
• 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.