Customer Service Representative

Position Title: Customer Care Specialist

Pay Rate: 18.50 per hour

6 month contract with possible extension

Remote

We are seeking a positive, highly dependable, and proactive Customer Care Specialist to join our dynamic support team. In this role, you will serve as the primary point of contact for pet owners, providing empathetic, high-quality assistance across multiple communication channels.

Our ideal candidate thrives in fast-paced environments, manages ambiguity with ease, and embraces change as our technology and workflows evolve. If you are a natural problem solver with a passion for customer success and pet health, we want to hear from you!

Key Responsibilities

• Multi-Channel Support & De-escalation: Answer incoming calls and handle pet owner interactions across phone, email, and chat with patience, empathy, and professionalism.
• Conflict Resolution & Case Management: De-escalate challenging customer situations, navigate ambiguity, and maintain end-to-end case ownership to achieve first-contact resolution.
• Problem Identification & Escalation: Utilize active listening to identify operational roadblocks and route complex technical or medical support queries to the appropriate internal teams.
• Performance Excellence: Consistently meet and exceed individual and team Key Performance Indicators (KPIs) while thoroughly documenting all customer account activities.
• Continuous Learning & Process Improvement: Attend all required training programs, retain complex domain knowledge, demonstrate curiosity for personal development, and provide feedback to enhance team processes.
• Team Collaboration: Contribute to onboarding and training initiatives for new customer care representatives as needed.

Key Competencies & Qualifications

Required Qualifications & Skills

• Communication Mastery: Ability to draft clear, grammatically correct, and informative written and verbal responses tailored to external customers and internal teams.
• Computer & Technical Proficiency: Confident navigating Windows OS, Microsoft Outlook, internet browsers, multi-tab environments, and instant messaging platforms.
• Adaptability & Drive: Proven track record as a self-starter who drives results, collaborates effectively as a team player, and handles evolving priorities without resistance to change.

Preferred Qualifications (Assets)

• Education: Bachelor’s degree in Business, Communications, Science, or a related field.
• Industry Background: Experience in the veterinary, biological sciences, or animal nutrition fields.
• Software / Web Experience: Prior experience in SaaS, software support, or website customer service environments.
• Customer Support Experience: Direct background in high-volume customer care or technical support roles.

Technical & Remote Work Requirements

To ensure seamless remote operations, candidates must provide their own home internet setup meeting the following minimum criteria:

• High-Speed Internet Access: Minimum bandwidth of 350 Mbps .
• Hardware: Home network router and equipment released no later than 4 years ago .
• Work Environment: A quiet, dedicated home office space conducive to handling sensitive customer phone interactions.

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.