Customer Service Specialist

About Us:

Redbarn Pet Products is a 30-year veteran in the Pet industry and holds out as one of the few founder owned and operated brands, dedicated to delivering high-quality, innovative Dog food, chews, and treats. With a focus on integrity, quality, and innovation, our mission is to make pets happy by offering products that seamlessly transition from chew time to treat time to mealtime. Our brands are poised for a revolution as our business has grown considerably with our entry into the food category 5 years ago.

Some Perks of Joining the Redbarn Team

• Medical, Dental, and Vision Insurance
• 401(k) with a company match
• Flexible/Health Spending Accounts
• Voluntary Benefits
• Pet Insurance
• Life and Accidental Death & Dismemberment Insurance
• LTD Insurance
• Paid Vacation / Paid Sick / Paid Holidays
• Employee Pet Food Discounts

Summary As a Customer Service Specialist, you’ll be the first point of contact for new and returning customers and an important voice of Redbarn. Every conversation is an opportunity to listen, help, build trust, and create a positive experience for a pet parent and the pet they love.

We’re looking for someone who genuinely enjoys helping people and pets, takes ownership of finding solutions, and understands that great customer service goes beyond simply answering a question. Our Customer Service Specialists are problem-solvers, relationship-builders, pet advocates, and champions for our customers.

Expectations

• Highly Motivated: You bring a positive attitude, strong work ethic, and dependable approach to your work each day.
• Tech-Savvy: You’re comfortable working across multiple systems and are ready to learn new tools, technology, and processes.
• Friendly and Approachable: You enjoy connecting with people and looking for opportunities to make each customer interaction a positive one.
• Growth Mindset: You’re curious, open to feedback, and always looking for ways to learn, improve, and make the customer experience better.
• Ready to Work: You show up on time, prepared, engaged, and ready to support customers, pets, and your teammates throughout your scheduled shift.
• Adaptable: You’re comfortable with change and can adjust to new priorities, customer needs, systems, and processes while staying positive and solution focused.
• Team Player: Even while working remotely, you stay connected, communicate proactively, share knowledge, and support your teammates.
• Customer & Pet Obsessed: You keep the customer and their pet at the heart of your decisions, take ownership of their experience, and look for thoughtful ways to build trust and create positive memories.

Duties and Responsibilities

You’ll support our customers and their pets by providing thoughtful, timely, and personalized service across every interaction. Responsibilities include:

• Supporting customers across phone, email, chat, SMS/Text, reviews, social media, and third-party platforms.
• Assisting with orders, products, subscriptions, accounts, shipping, returns, and other customer needs.
• Taking ownership of customer questions and concerns from first contact through resolution with empathy, care, and follow-through.
• Building meaningful customer connections through personalized, solution-focused interactions.
• Engaging customers on social media through comments, messages, questions, and concerns.
• Tracking customer concerns, returns, feedback, trends, and key metrics accurately.
• Escalating concerns when needed and sharing relevant customer insights with leadership.
• Collaborating with the team to solve problems and continuously improve customer and pet experience.

Supervisory Responsibilities

This job has no supervisory responsibilities.

To be successful in this role, an individual must be able to perform the essential duties and responsibilities of the position and meet the required job-related qualifications. The requirements below represent the knowledge, skills, and abilities needed to perform the role successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Competencies We Value:  To excel in this role, you should demonstrate the following skills and qualities:

• Customer & Pet Obsession: You put customers and their pets at the center of every interaction, creating thoughtful experiences that build trust, loyalty, and positive memories.
• Attention to Detail: You understand that the little things matter and ensure customer information, communication, and follow-through are accurate and complete.
• Problem Solving: You take ownership of challenges, use available resources, and find thoughtful, practical solutions that support the customer and their pet.
• Customer Service: You listen with empathy, respond with care, and take ownership from first contact through resolution, even in difficult or emotional situations.
• Teamwork & Communication: You are an engaged member of the Customer Service Team and Redbarn family, communicating openly, respectfully, and proactively while supporting teammates, sharing information, and working together toward the best outcome for our customers and their pets.
• Judgment: You use sound judgment and available resources to make customer-focused decisions and recognize when additional support or escalation is needed.
• Planning and Organizing: You manage your time and priorities effectively while balancing multiple customers, channels, and responsibilities.
• Quality: You consistently deliver accurate, thorough, and timely work while meeting customer service and performance expectations.
• Safety and Security: You follow established safety, security, confidentiality, and data protection practices and promptly report concerns when needed.

Technical Requirements

• Work area large enough to accommodate Laptop, computer monitor, and be free from distractions, including any background noise that impacts the customer experience.
• Work area acceptable for webcam use.
• A reliable internet connection. The download speed should be at least 30 Mbps, and the upload speed should be at least 10 Mbps. You can test your internet speed at speedtest.net or contact your service provider to confirm.
• You provide high-speed internet. We will provide everything else (computer, monitor, keyboard, mouse, headset).
• A phone line is not required. A cell phone that can be used for two-factor authentication is required. Options for two-factor authentication include:
• A smartphone or tablet on which the Duo mobile app can be downloaded.
• A cell phone that can receive SMS messages and phone calls.

Education and Experience: High school diploma or equivalent required. Previous customer service or other customer-facing experience is preferred.

Language Skills: Ability to communicate clearly, professionally, and effectively in both written and verbal interactions with customers, teammates, leadership, and across the company.

Math Skills: Ability to perform basic mathematical calculations accurately as needed to support customer orders, refunds, discounts, quantities, and other day-to-day customer service needs.

Reasoning Ability: Ability to use sound judgment, available information, and established resources to identify and resolve customer needs, make appropriate decisions, and recognize when additional support is needed.

Computer Skills: Comfortable navigating multiple computer systems, internet-based applications, customer service platforms, and standard business software. Ability to learn and adapt to new technology and systems as needed.

Other Skills: Ability to manage multiple priorities, stay organized, manage time effectively, and maintain accuracy in a fast-paced customer service environment.

Physical Demands: This role involves sitting for long periods, using your hands, and communicating frequently. You might occasionally need to lift items up to 10 pounds, and less frequently, items up to 25 pounds.

Redbarn Pet Products is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Redbarn Pet Products complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, please contact Human Resources at (562) 495-7315.

Redbarn Pet Products does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Redbarn property and therefore, Redbarn Pet Products will not pay a fee for any placement resulting from the receipt of an unsolicited referral. At Redbarn Pet Product’s request only, preferred vendors may be invited to refer talent for specific open positions. In these cases, a fully executed agreement with Redbarn Pet Products must be in place and current.