Customer Service Representative

Join the ---------- ntum at Sniff & Bark, where our passion for pets and premium accessories fuels our commitment to excellence. We’re looking for a Customer Service Representative who is empathetic, solution-driven, and excited to create exceptional experiences for our customers. If you’re ready to join a fast-growing e-commerce brand where your impact is truly valued, this is the opportunity for you!

As a Customer Service Representative, you’ll be the friendly and knowledgeable voice of Sniff & Bark. You will help customers with their orders, engage with our online community, and ensure every interaction reflects our brand's warmth and professionalism.

Responsibilities:
Customer Support & Zendesk Management
• Monitor and manage customer support tickets in Zendesk.
• Provide empathetic, timely, and professional responses to customer inquiries.
• Maintain Sniff & Bark’s friendly and engaging tone across all communications.
• Resolve customer concerns effectively, escalating when necessary.
Social Media Engagement
• Monitor and respond to comments and ---------- on Instagram and Facebook.
• Engage with customers in a warm and professional manner.
• Escalate sensitive issues or feedback to the appropriate team.
Delivering Exceptional Customer Experiences
• Ensure customer satisfaction by proactively addressing issues.
• Build positive relationships with customers and be a cheerful advocate for Sniff & Bark.
• Represent our brand values in all interactions.

Results & Success Metrics:
• High Customer Satisfaction: Maintain a high rating in customer feedback and reviews.
• Efficient Response Time: Ensure timely resolution of customer inquiries.
• Positive Brand Engagement: Foster a strong online community and enhance Sniff & Bark’s reputation.

What We’re Looking For:
• Prior experience in customer service, preferably in e-commerce.
• Strong written communication skills with perfect grammar and a friendly tone.
• Familiarity with Zendesk or similar customer support platforms (a plus).
• Experience managing social media interactions, particularly on Instagram and Facebook.
• Detail-oriented, self-motivated, and organized—able to multitask efficiently.
• A passion for pets and our mission!

What We Offer:
• Competitive Salary: Full-time role, earning $600 - $850 per month.
• Flexible Schedule: Work-life balance with paid time off. 6 days a week of a total 40 hours
• Career Growth: Opportunities to grow within the company and earn company shares.
• Dog-Friendly Culture: Be part of a warm, welcoming team that shares a passion for pets.
• Skill Development: Gain experience in business, marketing, and operations.

How to Apply
We want to make sure you’re the right fit! Follow these steps carefully:
• Introduce Yourself: Write a short paragraph about why you are the best fit for this position
• Show Us Your Skills: Provide responses to these three customer support inquiries (write with a friendly and problem-solving tone): 1) A customer’s order is delayed in shipping. 2) A customer received the wrong item. 3) A customer is unhappy with the product quality.
• Video Submission: Record a short video explaining why you are excited for this opportunity, and a customer experience that made you happy and proud. Upload the video and share the link or file in your email.
• References: Provide at least one reference who can vouch for your experience and reliability.

Ready to Join Our Team?
If you’re passionate about helping customers and love working in a fun, pet-friendly environment, we’d love to hear from you! Follow the instructions above and submit your application.

We can’t wait to meet you!