Senior Pet Owner Experience Advisor (Finance)

Job Level:
Business Operations-B3

Job Description:

Customer first approach is key. The Senior Pet Owner Experience Advisor will provide our customersthe service they deserve to match our premium product for their beloved cat or dog. They will strive towin loyalty & trust of our customer by taking ownership and accountability in every interaction.

What are we looking for?

• High School Diploma required, college degree preferred
• Must have a high-speed internet access - internetconnection of 100kbps is required.
• Must have a dedicated work space free frombackground noise, interruptions, and distractions.
• Flexibility with scheduling: nights, holidays, and weekend availability

Communication skills:

• Ability to use email, chat, phone for business as means ofcommunication.
• Ability to clearly understand and respond appropriately tothe issues presented.
• Ability to communicate clearly and concisely with externalcustomers, as well as internal colleagues and departments.
• Ability to compose grammatically correct and informativewritten responses to customer issues.
• Ability to document customer account activities thoroughlyand concisely.

Computer Skills:

• Confident with navigating around the internet, using multiplebrowsers and tabs, and instant messenger tools as well assystems.
• Proficiency in Windows operating systems and MicrosoftOutlook
• Quick learner when introduced to new technologies andsystems.

Environment:

• Must be able to adapt to a pet friendly environment.
• Must have a passion for helping peers, pets and customers.
• Ability to work in high volume, fast paced every changingatmosphere.

What will be your key responsibilities?

• Receives, processes & delegates internal requests, expedites promotions & cases within thedefined time frame to ensure no impact to the customer experience
• Provides guidance to customer service agents in real time to support all contacts that includeall channels such as phone, email and chat
• Responsible for training new agents and ongoing education programs lead by a Training Specialist
• Functional expert for procedures, policy manuals, knowledgebase resources and other referencematerials to serve as first point of contact in answering various general inquiries and issues.
• Documents customer inquiries, issues, transactions and other relevant information to identifytrends to solution.
• Meets with Team Lead & Analyst to review actionable insights
• Identifies unusual events or consistent problem areas and addresses with management.
• Suggests methods to simplify, enhance or update procedures within customer care
• Identifies unusual events or consistent problem areas and addresses with management.
• Suggests methods to simplify, enhance or update procedures within Customer Care.
• Completes any business needed special projects as assigned by Line Manager
• Manages escalation cases from team/customers
• Pilot new capabilities and participates in testing/UAT
• Helps drive team and environment engagement in accordance to The Five Principles

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#LI-KS1

Skills:

Action Planning, Commercial Acumen, Customer and Market Analysis, Customer-Focused, Data Collection and Analysis, Masters Service Conversations, Planning and Organizing, Policy and Procedures, Strengthens Customer Connections, Verbal Communication

Competencies:
Collaborates, Communicates Effectively, Customer Focus, Ensures Accountability, Manages Complexity, Plans and Aligns

Thebase pay range for this position at commencement of employment is expected to be between the below range, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, andexperience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the positionand employee's work schedule). Subject to the terms and conditions of the applicablepolicies andplans then in effect, and depending on the position offered and the employee's work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave.Employees will also receivethe following paid-time off (which may be prorated based on start date and the employee's work schedule):120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year,and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.
USD 27.12 - USD 37.28