Customer Service Representative (CSR) - Remote

Job Description:

The Customer Service representative (CSR) role is to take care of the customer's needs by providing professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

Due to a remote work environment, a dedicated workspace and internet connection of 100kbps is required.

What are we looking for?

Minimum

• High School Diploma
• Ability to document customer account activities thoroughly and concisely
• Quick learner when introduced to new technologies and systems
• Experience working in Salesforce, OMS, and Vonage
• Must have a high-speed internet access (minimum 100Kbps)
• Must have space free from background noise, interruptions, and distractions
• Ability to work in high volume, fast paced every changing atmosphere
• Flexibility scheduling, nights, holidays, and possible weekends availability
• Must be able to adapt to a pet friendly environment
• Must have a passion for helping peers, pets and customers

Preferred

• College degree

What will be your key responsibilities?

• Ability to handle challenging customer interactions that include phone, email, chat, and cases & SMS.
• Ability to determine customer needs and provide appropriate solutions in a timely and professional manner.
• Ability to empathize and prioritize customer needs by demonstrating agility and teamwork.
• Ability to resolve conflicts and set appropriate expectations for customers.
• Able to identify roadblocks and escalate through the appropriate channels.
• Exude patience and ownership with each customer, including both internal and external contacts.
• Work on a variety of assigned special projects.

What can you expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#LI-Remote

#LI-AS2

The base pay range for this position at commencement of employment is expected to be between the below range, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the position and employee’s work schedule).  Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee’s work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee’s work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.