Customer Experience Associate

About Ollie

Ollie is dedicated to enhancing the well-being of pets and their owners nationwide by providing human-grade, customized dog food delivered directly to customers' homes. We aim to foster the healthiest and happiest lives for dogs through our meticulously prepared meals and member 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 helping dogs lead their best lives through nutritious, fresh food. Our goal is to establish a world-class, genuinely kind, and anticipatory customer experience to address the wellness needs of both pets and their parents.

About the Role

We are seeking enthusiastic individuals to join our Canine Care team, a dedicated group committed to upholding Ollie's high standards in serving our valued pups and their owners. Your role will be crucial in ensuring an exceptional experience from the moment our product is received to when it's served in the bowl.

This position reports to the Customer Experience Shift Manager. While currently offering fully remote opportunities, we anticipate consolidating this team in Salt Lake City in the future, and therefore seek candidates residing in or near the Salt Lake City area.

Responsibilities

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

About You

• A profound love for pets, approaching every dog with empathy and understanding as if they were your own.
• Patience and excellent communication skills, both written and verbal, to effectively address customer inquiries.
• A proactive and adaptable approach to problem-solving, comfortable with navigating challenges and finding innovative solutions.
• A natural inclination towards problem-solving, with a drive to identify and resolve issues efficiently.
• A positive and fun-loving attitude, unfazed by the occasional dog slobber and eager to share 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 is a plus.
• Enthusiasm for working in a pet-friendly, dynamic 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 insurance.
• Paid parental leave.
• A unique 1-week "paw-ternity" leave for new dog parents.
• Complimentary Ollie subscription for one dog.
• The opportunity to collaborate with inspiring colleagues.

Additional Information

We encourage candidates to express their interest in joining Ollie and highlight how their skills align with the role's responsibilities in their cover letter. Ollie is committed to diversity and equal opportunity, fostering a team with varied 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 other legally protected characteristics. Individuals requiring accommodation due to disability should indicate this in their application. Please note that AI tools may be utilized to assist in the hiring process, such as application review and resume analysis. These tools support our recruitment team but do not replace human decision-making. Final hiring decisions are made by human personnel. For more information on data processing, please contact us.