Sr Team Member, CSC Ops Sup- Allivet

About the role

The Senior Customer Service Agent supports our customer experience team by resolving complex and sensitive issues escalated from frontline agents while ensuring a positive customer experience. This role also monitors and responds to reviews on social media and platforms such as Trustpilot, reviews orders for potential fraud, and provides high-touch support for VIP or high-value customers.

The ideal candidate has strong judgment and communicates effectively both verbally and in writing while representing the Allivet brand with professionalism and empathy.

Responsibilities

• Resolve complex or sensitive customer issues escalated by the customer service team, ensuring prompt and satisfactory resolution.
• Provide dedicated support for high-value and VIP customers, delivering exceptional and personalized service experience.
• Monitor and respond to customer reviews on platforms such as Trustpilot, Google Reviews, and social media channels, maintaining a professional and brand-appropriate tone.
• Review and investigate orders flagged for potential fraud, working with internal teams to mitigate risk while maintaining customer satisfaction.
• Collaborate with supervisors and internal teams to identify recurring customer issues and recommend process improvements.
• Document case details clearly within customer service systems to maintain accurate records and ensure continuity.
• Maintain a deep understanding of Allivet products, policies, and ecommerce processes to provide accurate guidance to customers.
• Assist in mentoring or supporting frontline agents when needed by sharing best practices for handling challenging customer interactions.

Requirements

• Minimum 2 years of customer service experience, preferably in a call center or high-volume support environment.
• Demonstrated ability to handle escalated, complex, or sensitive customer issues.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally across multiple channels.
• Strong problem-solving and decision-making skills with attention to detail.
• Ability to remain calm, empathetic, and solution-focused in high-pressure customer situations.
• Comfortable working with online review platforms and social media responses.
• Experience with order review, fraud prevention, or risk assessment is a plus.
• Pet retail, veterinary, or ecommerce experience preferred.