Customer Experience Associate at Ollie: 100% Remote (Salt Lake City, UT, Nashville, TN)

Title: Customer Experience Associate

Location: Nashville, TN / Salt Lake City, UT

Type: Full-time

Workplace: remote

Category: Customer Experience

Job Description:

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Come join the Award Winning Ollie Canine Care team!

Ollie is driven to make pets’ lives healthier by making freshly-cooked, human-grade food for dogs that’s delivered right to our customers' doorsteps. And our customers want the very best for their dogs. Together, we’re hoping to embark (no pun intended) on some very long healthy journeys for our dogs powered by good fresh food.

Our mission is to help dogs live their best lives. To know them is to love them. We want to create a world-class genuinely-kind anticipatory Customer Experience to help meet dogs and their parent's wellness needs.

That’s where you come in…

We’re looking for new members to join our Award Winning Canine Care team, close-knit pack that serves Ollie’s best pups and their parents to our high-quality standards. We make sure that, from box to bowl, all our dogs (and our customers) are having the best experience possible.

This role will report to the Customer Experience Manager. We are ONLY hiring candidates living within about one hour of both Salt Lake City, UT and Nashville, TN. While this is a remote position, we hold required quarterly in-person offsites in these areas.

Responsibilities:

  • Represent the Ollie brand voice to our current and prospective customers
  • Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
  • Manage customer relationships across multiple channels, including emails, phones, our order management system, and more!
  • Accurately track and monitor customer feedback and interactions
  • Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
  • Help to develop agents not only in their KPIs and role but their career development.
  • Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond!

About You:

  • Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
  • Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions.
  • Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
  • Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
  • Fun. You don’t mind occasional sloppy dog kisses and love sharing memes.

Other Experience:

  • Bachelor’s Degree from an accredited four-year college or university.
  • Previous experience in customer-centric roles (retail, food service, etc.)
  • Experience with pets or health-foods preferred
  • Experience with Gladly or a similar platform a plus
  • Interest in working in a pet-friendly, fast-moving environment

Benefits

  • Competitive hourly salary and an annual bonus potential
  • Sponsored 401k program with employer match up to 4%
  • Comprehensive health coverage including medical, dental and vision
  • Paid parental leave
  • 1-week paw-ternity leave for new dog parents
  • Ollie subscription for one dog
  • Inspiring pack members!

If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.

Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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