Job Details
Qualifications
- Communication skills
Benefits
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Work from home
Job Description
Puppy Manager
Summary:
PuppySpot is the most trusted service for finding healthy puppies nurtured by vetted breeders. With the biggest assortment of puppies available, our site makes finding the right puppy easy for you. We use rigorous breeder screening processes and the most thorough puppy health assessment in the industry. Our independent scientific advisory board serves to ensure these industry leading and science-based standards. Since 2005, more than 220,000 families have trusted us to welcome a new family member home. Our site opens the door to thousands of breeders from the comfort of your home and allows you to skip typical long waiting lists to get your premium puppy. Our U.S. based puppy experts are available seven days a week to offer you a free consultation if you would like assistance selecting a breed or puppy.
Description:
Puppy Managers are responsible for communicating with customers about the status of a puppy’s transition from being with their breeder to their new family. This includes communication of all expectations, next steps, issue identification, issue resolution and the appropriate follow up documentation of resolution(s). The incumbent will be required to identify, allocate, escalate, and resolve any deviations that may arise during or after a puppy has been placed, and work with an elevated level of autonomy. They must be calm under pressure, have excellent written and spoken communication skills, and ideally have background experience working as a vet tech or equivalent animal health role.
This role is expected to support, at minimum, operating hours of 9am-7pm ET Mon-Fri and 9am-6pm Sat-Sun, 7 days a week, 365 days a year. This is a remote position in a team environment.
Interactions:
Incumbents will be working in various work type queues at any given time, giving priority to the oldest information first except when urgency of issue type warrants exceptional recognition and handling steps. Work inputs include phone calls, chat sessions, email, fax, utilizing PuppySpot CRM systems issues/cases and other methods of allocating work items as needed.
- Customers
- Breeders
- Vets
- PuppySpot team members
Measurements of Success:
- Work queues are completed within SLA
- Cancellation rate at company goal
- Customer Review ratings at company goal
Skills and Experience:
- Excellent communication skills, both written and spoken
- Ability to balance protection and adherence to PuppySpot’s operational policies and procedures with care and empathy for the customer and their puppy
- Possess a fiscally prudent disposition to safeguard against unwarranted claim creation and unwarranted spending of PuppySpot money on spurious claims.
- Must be detail-oriented, organized, and able to effectively multi-task
- Accurate always with attention to every detail required
- Helpful, professional, and productive in all interactions with customers, vets, and team members
- Able to clearly articulate and address puppy health concerns, customer needs, and next steps
- Ability to work autonomously with limited supervision
- Staying on top of any/all changes in an ever changing/improving business process
- Business/Health technical English is necessary, Business/Health technical Spanish is a plus
- Error free to 99.9% of all items assigned
- Immediate escalation to appropriate PuppySpot team members when process errors are unrecoverable with current knowledge or tools
Benefits/Perks:
- Full medical, vision, and dental insurance
- Pet insurance
- 401(k) retirement savings plan with company match
- PTO & paid holidays
- Flexible spending account (FSA)
- Network of complimentary employee discount programs
- Financial wellness tools / Education and Health Support
- Growth opportunities
- Friends and Family Discount on any PuppySpot puppy
Job Type: Full-time
Pay: $16.75 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Weekly day range:
- Weekend availability
Work setting:
- Call center
- Remote
Work Location: Remote