Whisker

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better. As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better. Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 600+ passionate team members.

Summary:As an Outbound Support Specialist, you will play a crucial role in nurturing customers through personalized outbound support, effective onboarding, and dedicated follow-up service. Your responsibilities are rooted in setting Whisker Customer Support apart, and curating a seamless onboarding experience for our suite of products, offering hands-on guidance to help with questions during the return process, monitoring for delays in delivery timeframes, while continuing to drive brand loyalty.

What You'll Do:This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

• Guides customers through the onboarding process for our technical products, ensuring a smooth and efficient setup.
• Provides in-depth training and support to help customers fully understand and utilize our products and services.
• Monitors delivery patterns to address delays and offer additional insights on updates to SLA. turn and offering alternative solutions when possible.
• Monitors delivery patterns to address delays and offer additional insights on updates to SLA. 
• Gathers and analyzes feedback from customers to continuously improve our products and services.
• Collaborates with internal stakeholders to address and resolve any concerns or challenges faced by customers.
• Effectively problem-solves to address complicated service issues, with the ultimate goal of making it right for the customer.
• Collaborates with members of leadership to obtain additional information and clarification needed to resolve customer problems.
• Monitors customer satisfaction levels and takes proactive measures to enhance the overall customer experience.
• Recommends products and educates customers on benefits and features based on customer history and needs 
• Assists with team communication, providing updates, resolving issues, and maintaining

Requirements & Qualifications:

• High School diploma is required
• 5+ years of customer support experience 
• Ability to work evenings and weekends
• Skilled in technical troubleshooting, with previous experience and proficiency of software or hardware knowledge 
• Must be resourceful, action-oriented, decisive and a self-starter
• Excellent verbal, written, and interpersonal communication skills
• Excellent organizational skills, critical attention to detail, and able to manage multiple tasks simultaneously, without losing composure
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• Ability to work with limited supervision and support during portions of scheduled shifts

Shift Available in EST: (4 x 10) 

Wednesday - Saturday, 11 AM - 9:30 PM

Not Required but nice to have!

• Associates or Bachelor’s degree is preferred
• Experience with VIP customers; Delivering white glove service experience 
• Not required to have pets, but highly recommended!

Benefits & Purrks: Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with: 

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program 

Statement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive. Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status. #onsite1