Customer Support Agent – Remote (Work with Dogs & Pet Tech!)

About our client: 

It’s more than a job. It’s a chance to help dogs live safer, happier lives through technology. Halo Collar develops smart pet-safety technology, especially a GPS-based collar for dogs that combines wearable tracking, virtual fencing (wireless “invisible fence”), training feedback, and activity monitoring to provide safety, communication, and freedom to dogs and their owners. Although you would be hired to work with Halo Collar directly, CustomerHD is handling the recruitment process. 

About the job:

Do you love solving problems, helping people, and talking about dogs all day? If you love combining problem-solving with helping pet parents, this role is for you. Deliver friendly, tech-savvy help to keep pets safe and connected. A Tier 1 Live Customer Support Agent plays a key role in the Halo Collar customer service team. They serve as the face and voice of our company, and as the first line of support for customers. They help ensure consistency, efficiency, and quality in order to build a positive experience for our customers. We are looking for candidates who are dog or pet lovers.

What you will do:

Specific Department Functions:

• Being part of a strong network that supports our customers and their needs every day.
• Resolving complex technical customer issues.
• Serving as the face of our company to our customers, providing a welcoming, positive, and empathetic atmosphere that sends a clear statement that we care and are always here to help.
• De-escalation of upset customers while finding resolutions to their issues.
• Providing an excellent service and creating opportunities for good customer surveys and reviews.

Primary Responsibilities:

• Answering incoming voice & video calls, chats, and emails.
• Taking detailed notes and documentation of customer interactions.
• Troubleshooting customer technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity.
• Assisting with identifying and tracking trends.

Coaching and Development:

• Weekly detailed quality assurance breakdowns designed to build your best path forward in the company.
• Bi-weekly 1:1 meetings so that you always have a voice and a direct line of support for the development of your career.
• Priority promotion from within with lots of opportunity for growth.

Operational Support:

• Open communication with leadership to ensure trends and customer issues are making it to the top.
• Adapting and being able to switch between different support channels to ensure customers are getting the most support where they need it.

Job Requirements:

• Pet lover (seriously, it helps!)

• Work Availability: Sunday-Thursday 11:00am-8:00pm EST
• Work From Home Requirements:
• Download Speed of 25Mbps or Higher, Upload Speed of 5Mbps or Higher
• Distraction-Free Work Environment
• Isolated space for work.
• No other people (spouses, children, etc.) in work environment.
• No excess noise in the background.
• Experience: 3+ Years of Customer Service Experience
• Preference for Retail / Front of House Experience
• Technical Skill:
• Familiarity with Windows desktops and navigating them.
• Familiarity with Google or Microsoft Office suites.
• Ability to use & navigate Google Chrome and Zoom desktop apps.
• Excellent typing and multitasking skills with the ability to operate and work on two screens at once.
• Customer Service Soft Skills:
• Able to appear friendly, approachable, and conversational.
• Able to escalate difficult situations.
• Able to offer empathy and reassurance when necessary.
• Education:
• High School Diploma or Equivalent.

Benefits & Perks:

• Fun, supportive remote culture that loves dogs as much as you do
• Work equipment will be provided to you. 
• Paid holidays 
• Medical, Dental, Vision 
• 401k
• Sick time
• Paid vacation