Job Level:

Business Operations-B3

Job Description:

Customer first approach is key. The Senior Pet Owner Experience Advisor will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction.

What are we looking for?High School Diploma required, college degree preferredMust have a high-speed internet access - internet connection of 100kbps is required.Must have a dedicated work space free from background noise, interruptions, and distractions. Flexibility with scheduling: nights, holidays, and weekend availability

Communication skills: 

Ability to use email, chat, phone for business as means of communication. Ability to clearly understand and respond appropriately to the issues presented. Ability to communicate clearly and concisely with external customers, as well as internal colleagues and departments. Ability to compose grammatically correct and informative written responses to customer issues. Ability to document customer account activities thoroughly and concisely. 

Computer Skills: 

Confident with navigating around the internet, using multiple browsers and tabs, and instant messenger tools as well as systems. Proficiency in Windows operating systems and Microsoft Outlook Quick learner when introduced to new technologies and systems. 
 

Environment: 

Must be able to adapt to a pet friendly environment. Must have a passion for helping peers, pets and customers. Ability to work in high volume, fast paced every changing atmosphere. 

What will be your key responsibilities?Receives, processes & delegates internal requests, expedites promotions & cases within the defined time frame to ensure no impact to the customer experience Provides guidance to customer service agents in real time to support all contacts that include all channels such as phone, email and chat Responsible for training new agents and ongoing education programs lead by a Training Specialist Functional expert for procedures, policy manuals, knowledgebase resources and other reference materials to serve as first point of contact in answering various general inquiries and issues. Documents customer inquiries, issues, transactions and other relevant information to identify trends to solution.Meets with Team Lead & Analyst to review actionable insights Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures within customer care Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures within Customer Care. Completes any business needed special projects as assigned by Line Manager Manages escalation cases from team/customers Pilot new capabilities and participates in testing/UAT Helps drive team and environment engagement in accordance to The Five Principles 

What can you expect from Mars?Work with diverse and talented Associates, all guided by the Five Principles.Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.Best-in-class learning and development support from day one, including access to our in-house Mars University.An industry competitive salary and benefits package, including company bonus.

#LI-KS1

Skills:

Action Planning, Commercial Acumen, Customer and Market Analysis, Customer-Focused, Data Collection and Analysis, Masters Service Conversations, Planning and Organizing, Policy and Procedures, Strengthens Customer Connections, Verbal Communication

Competencies:

Collaborates, Communicates Effectively, Customer Focus, Ensures Accountability, Manages Complexity, Plans and Aligns

The base pay range for this position at commencement of employment is expected to be between the below range, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the position and employee’s work schedule).  Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee’s work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee’s work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.

USD 27.12 - USD 37.28