### Join Our Sundays Pack as a Customer Support Specialist!
**Your Role:**
As a Customer Support Specialist at Sundays, you’ll dedicate the majority of your workday (approximately 6.5 to 7 hours out of an 8-hour day) to our CX phone channel. The remaining 1 to 1.5 hours will involve helping out in other channels, participating in coaching sessions, team meetings, and completing training.
**What You’ll Do:**
– **Provide World-Class Phone Support:** We value the power of connecting with customers over the phone. You’ll have the opportunity to showcase your unique talents and creativity, building powerful customer loyalty with each call.
– **Answer Questions About Our Products:** You’ll provide information on our dog food, dog nutrition, and company. Don’t worry—we’ll give you all the training, resources, and daily support you need!
– **Proactively Report Issues and Ideas:** We’re looking for creative problem-solvers who not only follow procedures but also think of better ways of working and share these ideas constructively and collaboratively.
– **Showcase Your Performance via KPIs:** Your performance will be measured by metrics like Customer Satisfaction (CSAT), Handle Time, Quality Score, etc. Balancing quality and speed is key!
– **Use CX Tools and Interfaces:** Your work will primarily take place in our CX CRM tool (currently transitioning to Dixa). You’ll also use additional tools such as our internal admin/order management system, logistics order-tracking tools, internal Knowledge Base, Notion, Slack, email, etc.
**Requirements:**
– **Shift Details:** Standard shifts are 9am-5:30 pm Eastern Time, Monday-Friday. Flexibility for future changes and occasional (paid) overtime is appreciated. Some holiday shifts will be required, though not typically on Thanksgiving and Christmas.
– **Experience with Remote Tools:** Experience using Slack in a remote environment and familiarity with Dixa, Intercom, Kustomer, Zendesk, or similar tools.
– **Customer Support Experience:** Ideally, you have 2+ years of experience as a Customer Support Specialist, CX Agent, Customer Success Agent, or a similar CS role, handling high-volume customer inquiries.
– **Skills:** Excellent communication, problem-solving skills, and attention to detail. Ability to manage personal time and energy while practicing patience with tough cases. Collaborative and able to turn constructive criticism into actionable change.
– **Bonus Experience:** Experience with a subscription business and a love for dogs. Curiosity about food nutrition is also a huge plus!
**Benefits:**
– **Health Coverage:** Medical, Vision & Dental Insurance
– **Mental Health Support:** Free therapy and mental health support
– **Remote Work:** Personalized work-from-home setup and a proud remote-only workplace
– **Time Off:** Strong PTO and sick day bank, plus time-and-a-half overtime and holiday pay across a long list of holidays
– **Retirement Plan:** 401k plan
– **Perks:** Subscription to Sundays For Dogs
**Compensation:**
– **Pay Rate:** $21 – $23 an hour
Join us and make an impact with every customer interaction. Apply today!
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Sundays for Dogs – Customer Experience Associate (Phones-focused) (lever.co)
