Customer Service Representative We are an Inc. 5000 fast-growing pet brand looking for someone who genuinely likes helping people and knows how to turn a customer problem into a good experience. You'll be on the front line of the Oxyfresh brand, supporting customers across email, phone, social media and order-related issues. Sometimes that means liking and engaging with comments and answering a simple product question. Other times it means tracking down a missing order, fixing something that went wrong or helping a frustrated customer leave the interaction feeling taken care of. This position is based in our Coeur d'Alene headquarters and will report to our Chief Commercial Officer What You'll Own Customer Experience Respond to customer questions through email, phone and other customer service channels Help customers with product questions, order status, shipping, returns, refunds and replacements Own customer issues through resolution rather than simply passing them along Communicate clearly, professionally and with the personality of the Oxyfresh brand Know when you can solve something yourself and when it needs to be escalated Social CX Support customer experience across Oxyfresh social channels with likes/comments/engagment Respond to customer questions, comments and direct messages that require customer service support Recognize when a social interaction needs to be escalated to the broader marketing or leadership team Help make sure customers receive the same quality of experience whether they contact us by email, phone or Instagram Order Issue Handling Investigate missing, delayed, damaged or incorrect orders Coordinate replacements, refunds and other resolutions within established guidelines Work with fulfillment, supply chain and other internal teams when an issue requires additional support Follow open issues through completion so customers aren't left wondering what happened Identify recurring order problems and surface patterns instead of treating every issue as a one-off Customer Feedback Keep accurate notes on customer conversations and resolutions Share recurring product questions, complaints and customer feedback with the team Help identify areas were better information, processes or communication could prevent future customer issues Stay current on our products, promotions and policies so customers get accurate answers AI & Tools (Non-Negotiable) Use AI and customer service tools to work more efficiently Be comfortable using AI to draft responses, summarize issues and organize customer feedback Learn new tools quickly and use good judgement before anything reaches a customer What You Need to Bring Strong written and verbal communications skills Comfortable on phone, email and social media Good judgement and an ability to stay calm when a customer is frustrated Ability to stay organized while managing multiple conversations and open tickets You follow things through until they are finished, every time Why This Job You'll work across our website, social channels and ecommerce business rather than sitting in a single queue. Great customer service is important here. This isn't a role where the goal is simple to close tickets. You'll be a part of a growing company where good ideas and better ways of doing things actually get implemented. Who You Are Friendly and professional without sounding scripted Patient Good at solving problems instead of waiting for someone to tell you the next step Boringly reliable. If you say you're going to follow up you do, every time What Success Looks Like First 90 days: You know our products, systems and process. You are confidently handing our customers everyday interactions, questions and order issues. You know when something needs to be escalated.

Six months:

 You're independently managing all channels and open issues are being followed through to resolution. The team trusts you to handle customer positive engagement and problems without oversight.

Twelve months:

 Our social customer engagement is high and you are catching recurring issues before they become a bigger problem, bringing useful customer feedback to the team and helping us continuously improve the Oxyfreshcustomer experience If you enjoy solving problems, helping people and making sure our audience and customers leave raving fans, we'd love to hear from you!

Pay:

$40,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person