Consumer Care Representative

About the role

The Wellness Pet Company is on a mission to make the best pet food scientifically proven to deliver a difference pets will feel and pet parents will see. Our team is united by a shared passion for pets and the people who love them. We work in-office Monday through Thursday and remotely on Fridays from our Burlington, Massachusetts office. Team members must reside within or be willing to relocate to a commutable distance from our Burlington office.

Responsibilities

• Engage with pet parents through phone, chat, email, and social media, delivering responses with personality, warmth, and brand enthusiasm.
• Proactively troubleshoot customer questions and concerns, offering creative solutions that surprise and delight.
• Build relationships, anticipate needs, and turn every interaction into a reason to love the brand.
• Respond to customer inquiries on social media, community forums, and review sites, keeping the conversation fun, informative, and on-brand.
• Share feedback from customers to help improve products, services, and the overall brand experience with cross-functional counterparts.
• Suggest ways to streamline processes, enhance automation, or create better engagement tools.

Requirements

• A bachelor’s degree or equivalent professional experience preferred.
• A minimum of one year of previous customer service experience.
• Entry-level skills using Microsoft Office applications.
• A positive attitude.
• Ability to work in our Burlington, MA office 4 days a week, 8 hours a day between the hours of 8am and 5pm.
• Excellent written and verbal communication skills, with a warm and empathetic tone.
• Excellent problem-solving skills.
• A genuine passion for helping people and building connections.
• The ability to work with minimal supervision in a dynamic, fast-paced environment.

Benefits

We treat every Wellie to a best-in-class benefits package, a warm and welcoming environment, and a place where you can learn and grow professionally.

Pay

The hourly rate for this position is $26, based on a full-time work schedule, anticipated responsibilities, market benchmarks, and organizational equity. Compensation may vary within that pay range depending on the selected candidate’s professional background, experience, operational needs, and other factors.