Customer Experience Associate

About Ollie

Ollie is dedicated to enhancing the well-being of pets and their owners nationwide by providing human-grade, customized pet food delivered directly to customers' homes. We aim to foster the healthiest and happiest lives for dogs through our meticulously prepared meals and health services.

As a valued member of our expanding team, you will contribute to a company culture that prioritizes both its work and its employees. We are committed to making pets' lives healthier by producing freshly-cooked, human-grade food for dogs, conveniently delivered to their doorsteps. Our customers seek the absolute best for their canine companions, and together, we aspire to support long, healthy lives for dogs through nutritious food.

Our core mission is to empower dogs to live their best lives. We believe in understanding and cherishing them, and we strive to cultivate an exceptional, genuinely kind, and proactive customer experience to address the wellness needs of both pets and their parents.

The Role

We are seeking enthusiastic individuals to join our Canine Care team, a close-knit group dedicated to serving Ollie's cherished pups and their owners with the highest standards of quality. Our goal is to ensure that from the moment the package arrives to the moment the food is in the bowl, our dogs and customers enjoy an outstanding experience.

This position reports to the Customer Experience Shift Manager. While the role is currently fully remote, there is an expectation of future co-location in Salt Lake City, and we are looking for candidates who are in or near that area.

Responsibilities

• Uphold the Ollie brand's voice and values when interacting with current and potential customers.
• Deliver exceptional customer experiences that foster enduring relationships with pets and their owners.
• Manage customer interactions across various platforms, including email, phone, and our order management system.
• Meticulously document and analyze customer feedback and interaction data.
• Contribute to initiatives aimed at achieving our vision of a world-class, genuinely kind customer experience.
• Support the professional growth and development of agents, focusing on both key performance indicators and career advancement.
• Spearhead projects and initiatives designed to enhance the customer experience within Canine Care and across the company.

About You

• A deep love for pets, approaching every interaction with empathy and understanding as if the pet were your own.
• Patience and excellent communication skills, both written and verbal, to provide clear and comprehensive answers to pet parents' inquiries.
• Adaptability and resourcefulness in tackling challenges, with a preference for creative problem-solving over rigid adherence to rules.
• A strong aptitude for problem-solving, driven by the energy of identifying and resolving issues effectively.
• A positive and fun-loving attitude, comfortable with the occasional playful pet antics and enthusiastic about sharing lighthearted moments.

Other Experience

• Possession of a Bachelor's Degree from an accredited four-year college or university.
• Prior experience in customer-facing roles, such as retail or food service.
• Previous experience working with pets or in the health food industry is advantageous.
• Familiarity with customer service platforms like Gladly or similar is a plus.
• A keen interest in working within a pet-welcoming, fast-paced business environment.

Benefits

• Competitive hourly compensation with potential for an annual bonus.
• A sponsored 401k program offering an employer match of up to 4%.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Paid parental leave.
• A one-week 'paw-ternity' leave for new pet parents.
• An Ollie subscription for one dog.
• The opportunity to work alongside inspiring colleagues.

Additional Information

To enhance your application, please include a cover letter detailing your interest in joining Ollie and how your skills align with the responsibilities outlined in this posting.

Ollie is committed to diversity and equal opportunity. We aim to build a team that reflects a wide range of backgrounds, perspectives, and skills. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other legally protected characteristic. Individuals requiring accommodation due to disability should indicate this in their application.

We may utilize artificial intelligence (AI) tools to assist in various stages of the hiring process, including application review, resume analysis, and response assessment. These tools serve as support for our recruitment team and do not replace human decision-making. All final hiring decisions are made by human personnel. For further information on data processing, please contact us.