Customer Experience Agent
Maev is a wellness brand reimagining daily nutrition for dogs. Our first product reinvents dog food -- what it looks like, how it’s made, and who it’s designed for. We’re a team of entrepreneurs, consumer culture fanatics, and food enthusiasts who are obsessed with design and radical innovation in this old industry. We’re a small team, passionate about building a meaningful brand, changing the way we nourish our beloved pets, and supporting others on our close-knit team of good people. But, there's a lot more work to be done, and we're excited to be growing a team of motivated humans that are up for the challenge.
With over 90 million dogs in the US, strong industry CAGR, an increased focus on nutrition, and traditional kibble losing market share due to lack of brand loyalty and poor quality, Maev is incredibly well-positioned to combine these strong industry tailwinds with a brand anchored in quality, transparency and emotional connection.
As a Customer Experience Agent, you will play a vital role in ensuring exceptional customer satisfaction and building strong relationships with our valued customers. You will be responsible for providing timely and effective support, addressing inquiries, resolving issues, and creating a positive experience at every interaction. Your dedication to delivering exceptional service and your passion for building meaningful customer relationships will be key in ensuring our customers' satisfaction and loyalty.
The Customer Experience Agent will report to the Head of Customer Experience, Kevin Nester.
- Respond promptly and courteously to customer inquiries via various channels (phone, email, and chat) with a focus on delivering exceptional service. Phone support will be the primary responsibility in this role.
- Identify and troubleshoot customer issues, providing accurate information, solutions, and alternatives to ensure prompt problem resolution.
- Foster strong relationships with customers by understanding their needs, preferences, and concerns, and proactively addressing them to enhance their overall experience.
- Develop a comprehensive understanding of our products, services, and policies to effectively address customer questions and provide relevant information.
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in our CRM system to facilitate efficient follow-ups and future reference.
- Identify trends, patterns, and opportunities for process improvements and communicate customer feedback and suggestions for product and service enhancements.
- Handle customer issues with empathy and professionalism, ensuring proper resolution while maintaining a positive customer experience.
- Act as a customer advocate within the organization, representing their voice, needs, and feedback to influence decision-making and drive customer-centric improvements.
- High school diploma or equivalent; bachelor's degree preferred.
- 5 years + experience in a customer service or customer support role.
- Excellent communication skills, both verbal and written, with the ability to effectively convey information and resolve issues.
- Strong problem-solving and analytical skills, with the ability to think critically and offer creative solutions.
- Exceptional interpersonal skills, with the ability to build rapport and establish trust with customers and team members.
- Ability to handle high-stress situations with composure and professionalism.
- Solid knowledge of customer service principles, practices, and techniques.
- Proficiency in customer service software, CRM systems, and other relevant tools.
- Expert in multitasking, time management, and prioritization.
- Strong attention to detail and accuracy in documentation.
- Ability to adapt to changing environments and work well in a team-oriented setting.
- Willingness to go above and beyond to deliver exceptional customer service.