Customer Experience Chat Specialist

Description

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 450+ passionate team members.

The shift for this role will be Monday - Friday 11:00AM - 7:30PM EST.

What You’ll Do:

Summary:

The Chat Specialist provides “top notch” service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Chat Specialist communicates with Whisker customers via internet-based chat technologies.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

• Will perform additional responsibilities when required
• Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
• Internal Feedback: We look to our support team for insight into how customers feel about our products, what troubleshooting issues are trending, etc.
• Team Collaboration: You will participate in devising unique solutions based on customer experience with how our products are used in their home environment all over the world
• Offers customers technical support with our mobile app including on-boarding, and connectivity concerns
• Specializes in assisting customers troubleshoot their Litter-Robot and Feeder-Robot
• Active participate in the weekly team meetings
• Provides best in class customer service, solutions, and product information to our customers via chat
• Responsible for multiple concurrent chats while maintaining an average response time of 40 seconds.
• Manages inbound chats and customer communication within the outlined KPI’s

Requirements

What You’ll Bring:

• Experience with data entry and order entry
• Ability to respond to communication in a timely manner
• Ability to maintain a calm and professional demeanor under pressure
• Strong computer skills including experience with Google Doc and Google Sheets or similar programs
• Flexibility to work hours outside of shift and overtime when necessary
• 2+ years of help-desk, chat or customer service experience
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• High degree of initiative, self-motivation and ability to motivate others
• Experience in a metrics based work environment
• 3+ years of customer service experience
• Team player - flexibility, adaptability and a desire to succeed are a must!
• HS Diploma
• Ability to multitask and prioritize
• Excellent verbal, written, and interpersonal communication skills
• Responsive to feedback and action oriented
• Maintains confidentiality of proprietary information

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Top of the line equipment
• Flexible Work Arrangements
• PTO
• Life Insurance
• Paid Parental Leave
• 14 Paid Holidays
• 401K with 4% Match

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.