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Premier Support Representative

Position Purpose:

This position will be for a partner on the Customer Relations Premier Support team focusing on complex and potentially escalated customer concerns, customer inquiries with respect to in-store and online transactions, assisting our VIP customers with their repeat delivery service, reputation management responses (e. g. Yelp) and advanced animal care and wellness situations.

Essential Job Functions:The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.

  • Interact effectively and professionally with all levels of the PETCO organization and with our 3rdparty services provider. This is including but not limited to the ability to communicate professionally with clarity both verbally and in writing for documentation, conveyance of customer information, customer escalations and updates. Representatives will support inbound voice and email, and may support chat and social media.
  • Premier Support Representatives will work with vendor and/or internal partners to resolve or improve repeated/known issues impacting the customer experience. Additionally he/she will be involved in seeking out and implementing best practices in regards to customer escalation situations/concerns. Representatives will also regularly communicate customer feedback to management and aid in projects or improvements aimed at driving the best possible customer experience.
  • This position will be responsible for ensuring that PETCO's standards are upheld with regard to quality interactions to include but not limited to regular calibration sessions and feedback with the Premiere Support Management and in partnership with the third party provider.
  • Professional interaction with customers is essential to ensure customer inquiries and escalated concerns are handled in an appropriate manner.
  • This position will involve training and calibration sessions to ensure the customer experience is captured and understood.

Supervisory Responsibility: None

Work Environment:

The standard working conditions of this job will occur in a secured call center environment. Some standing, especially in a lab or learning environment may be required periodically to do this job.

Education/Experience:

Representative must have at least 1-3 years of call center, retail or other related customer service experience, preferably in a dispute resolution area. High school degree is required and a college degree is a plus. Representative must have the ability to understand different personality types and manage accordingly. He/she must have a proven history of achieving performance related goals through best utilization of their resources. Representative must support a positive culture through positive and supportive interactions with team members.



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