CX Account Specialist

Description:Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it's a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700+ passionate team members.What You'll Do:The Accounts Specialist provides best in class customer service, solutions, and product information to our customers regarding any cancellation, return, or refund from inbound and outbound customer support platforms (phone, chat, social media, and email).Available Schedules:Monday, Tuesday, Saturday, Sunday - 11 AM - 9:30 PM (4x10)Monday, Tuesday, Friday - Sunday, 1 PM - 9:30 PMMonday - Friday, 1 - 9:30 PMSunday - Thursday, 9 AM - 5:30 PMWednesday - Saturday, 9 AM - 7:30 PM (4x10)Essential Duties and Responsibilities:This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.Acts as the main point of contact for customers and agents requesting assistance with a refund, cancelation or returnCompletes all assigned Dixa cases from assignment to completion, with the exception of troubleshooting:TL will reassign troubleshooting casesMay be asked to assist with Troubleshooting casesCompiles and sends the necessary documentation to accounting to process a refundReviews all "No fraud" orders, and processes cancellations and refunds while notifying customers to resubmit their order with another form of paymentResearches the "NO RMA" document and corrects the RMA's for accounting and the warehouseCancels and refunds all customer orders with an identified ship to address of a PO BOX and reaches out to the customer advising them to resubmit their order with a verified ship to addressProcesses all product return labels and schedules customer pick upsIssues refunds from the Recon Receivers logResearches Refund Failed emails and refunds if neededResearches items received at the warehouse by mistake and contacts customerIdentifies data entry errors in the RMA and notifies LeadershipAssists customers when tracking requestsResponds to all Chargeback and Dispute cases promptlySends Paypal payment requests for Warranty Restorations (customer requests)Works with the repairs department on repair issues/reconsAssists with cancel/returns/refunds phone queueMaintains and updates relevant spreadsheets/ process documentsOther duties as assignedRequirements:What You'll Bring:HS Diploma3+ years of customer service experienceExcellent verbal, written, and interpersonal communication skillsExperience with data entry and order entryAbility to multitask and prioritizeMust be a team playerStrong computer skillsMaintains confidentiality of proprietary informationAbility to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptionsHigh degree of initiative, self-motivation and ability to motivate othersAbility to provide a working atmosphere that is positive and productiveAbility to establish and maintain cooperative working relationships with team members and colleaguesNot Required, but nice to have!Google Suite experienceSalesforce experienceDixa experienceFrench, German, Italian, and/or Spanish language skills are a huge plus!Not required to have pets, but highly recommended!Benefits & Purrks:Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the "why", and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow's pet products"”plus a whole lot of extras. You will also be provided with:Premium Medical/Dental/Vision insurancePaid parental leaveWhisker Parents Program1 day "pawternity" leave for new pet adoptionPet Insurance Discount401K matchFlexible spending accountsCompany-paid short-term disability and life insuranceEmployee Assistance Program (EAP)Generous paid time off14 Paid HolidaysTop of the line equipmentPet-friendly officeWhisker products and swagContinuing education SupportOn-site gym with PelotonReferral programStatement of Inclusivity:We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.#onsite1

Created: 2025-04-03