CX Omnichannel Specialist

Description:

Whisker is the maker of Litter-Robot, Feeder-Robot, and 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. We work onsite 4+ days a week.

The Whisker Customer Experience Team is growing and we are continuing to build our CX Center of Excellence at Whisker HQ in Auburn Hills, MI. The CX Omnichannel Specialist role requires open availability, as most shifts will include evenings and weekends. Flexibility, reliability, and the ability to work in a dynamic, fast-paced environment are essential. The anticipated start date for this position is August 4, 2025.

What You'll Do:

The Omnichannel Specialist provides "top-notch" service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Omnichannel Specialist will communicate with our customers via support platforms such as phone, chat and email.

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.

Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, and email
Manages inbound calls and customer communication within outlined KPI's
Contributes to the weekly team meetings
Specializes in assisting customers in troubleshooting their Litter-Robot and Feeder-Robot
Offers customers technical support with our mobile app, including on-boarding, connectivity concerns, etc
Internal Feedback: Supports our team for insight into how customers feel about our products, what troubleshooting issues are trending, etc
Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
Team Collaboration: Participates in devising unique solutions based on customer
experience with how our products are used in their home environment all over the world
Will perform additional responsibilities when required
Requirements:

What You'll Bring:

HS Diploma or equivalent
3+ years of customer service experience
Excellent verbal, written, and interpersonal communication skills
Experience with data entry and order entry
Ability to multitask and prioritize
Must be a team player
Positive and upbeat attitude
Strong computer skills including experience with spreadsheet, documents, word processing etc
Maintains confidentiality of proprietary information
Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
High degree of initiative, self-motivation and ability to motivate others
Ability to provide a working atmosphere that is positive and productive
Ability to establish and maintain cooperative working relationships with team members and colleagues
Flexibility to work hours outside of shift and overtime when necessary
Comfortable with office pets (cats, dogs)

Not Required but Nice to Have.

2+ years of help-desk or customer service experience
French, German, Italian, and/or Spanish language skills are a huge plus.
Google Suite experience
Salesforce and / or Magento experience
Not required to have pets, but highly recommended.

Physical Demands and Work Environment

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the Team Member is regularly required to sit and talk or hear. The Team Member is frequently required to use their hands to handle or feel. The Team Member is occasionally required to stand, walk, and reach with hands and arms. The Team Member must lift and/or move up to 35 pounds and occasionally up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The work environment characteristics described here are representative of those that a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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 insurance
Paid parental leave
Whisker Parents Program
1 day "pawternity" leave for new pet adoption
Pet Insurance Discount
401K match
Flexible spending accounts
Company-paid short-term disability and life insurance
Employee Assistance Program (EAP)
Generous paid time off
14 Paid Holidays
Top of the line equipment
Pet-friendly office
Whisker products and swag
Continuing education Support
On-site gym with Peloton
Referral program