PYP ("Protect Your Pet") Holdings is a fast growing portfolio of online retail companies in the pet care products space. We are the trusted destination for dog and cat owner's to turn for outdoor lifestyle and pet safety solutions, exceptional customer service, and expert guidance. Our Company is looking to expand our team with a Customer Service Intake Coordinator . We want you to join our engaging working environment, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. Our ideal candidate has experience performing in a team environment and has strong communication skills by both email and phone. You should be a quick learner who understands modern technology and computer systems. Our team members all share a positive attitude, problem solving abilities, and patience - this enables them to provide exceptional customer service. Don't miss out on this rare opportunity with us!
ABOUT PYP HOLDINGS
Through our various pet-oriented brands, we offer a wide array of outdoor and indoor pet solutions for both dogs and cats. Our products are in use at tens of thousands of pet rescues, vet clinics, wildlife reserves, and at individuals' homes across the United States, Canada, Europe, and beyond. Our guiding mission is to help keep animals safe and happy outdoors! As a small business, we value integrity and a can-do attitude above all.
POSITION OVERVIEW
The Intake Coordinator is the first point of contact for everything coming into our customer service team. You are the first to answer the main phone line and first to review/organize new tickets, voicemails, chats, and mail. Your job is to handle the quick questions yourself, and get everything else to the right person with the context they need to act on it - so our customer service and sales agents can stay focused on the customers in front of them. This is an in-office role at our Lapeer, Michigan headquarters. It is an ideal entry point into a career in direct-to-consumer eCommerce operations! You will gain exposure to eCommerce sales channels, Direct to Consumer sales/support, International Commerce, Fulfillment, Procurement, and much more - with a clear growth path toward a full Customer Service Representative role if of interest.
REQUIRED SKILLS
Competent with technology, apps, and software. This means a high level of proficiency and/or ability and willingness to quickly learn email, mobile apps, instant messaging, help desk / ticketing systems, phone systems, Google Drive, Google Docs, Gmail, etc. Comfortable and confident on the phone. You'll be the first voice most customers hear! Exceptionally organized and detail-oriented - able to accurately categorize, prioritize, and track a high volume of items without letting anything slip. Strong written communication - you'll be summarizing calls and voicemails into clear, concise notes that others act on.
Ability to triage:
quickly judge what's urgent, what's routine, what you can answer yourself, and who should handle the rest. Eager and motivated to learn new skills and grow with the company. An affinity for animals and genuine compassion for both people and pets. Patience and a positive, can-do attitude.
RESPONSIBILITIES
Answering Phones Be the first to answer the main incoming phone line. Determine whether each call is planning, installation, order support, shipping, or sales, and either answer it or route it to the right person. Take detailed messages, with call notes, for agents who are unavailable, and get them into the ticketing system assigned to the right person. Customer Support Ticket Intake & Routing Monitor unassigned tickets. Identify urgent and high-priority items and route them for escalation Answer basic questions directly by email and phone; hand off to an agent when needed. Monitor, summarize, and route voicemails; return calls where appropriate. Monitor the inboxes of agents who are out of office. Reassign anything that can't wait, and send an out-of-office reply on tickets that can. Records and Order Support Clean up customer records: add missing names, phone numbers, and emails; merge related tickets; download and organize customer photos when needed. Help with order edits before they become shipping problems. Support existing orders from intake through final fulfillment. Office and Warehouse Support Coordinate order changes/issues with warehouse Perform various administrative tasks
PHYSICAL REQUIREMENTS
Heavy lifting is not a significant part of the responsibilities for this position. However, it may be necessary on occasion. The applicant must be able to lift up to 50 pounds.
Job Type:
Full-time Pay:
$20.00 - $23.00 per hour Expected hours: 30.0 - 40.0 per week
Benefits:
401(k) 401(k) matching Flexible schedule Paid time off Vision insurance
Compensation Package:
Performance bonus Quarterly bonus Yearly bonus
Education:
Associate (Required)
Language:
English (Required) Ability to
Relocate:
Lapeer, MI 48446: Relocate before starting work (Required)
