Our Opportunity:

Chewy is looking for a Veterinary Care Representative to join our Healthcare Team. Join a team that cares deeply about improving pet health and providing best in class customer service for both the pet parent and veterinary community.

Preferred Locations: FL3V - Virtual Hollywood, FL or DF4V - Virtual Richardson, TX

What You'll Do:

• The Veterinary Care Representative will participate and champion the support and education to Chewy's pet parents on products and services that help animal health and wellbeing.
• Interact with customers via inbound calls, outbound calls, emails, and other communication platforms for healthcare specific questions/concerns.
• Participate in regular team meetings, huddles, and training sessions.
• Ensure customer information and transaction details are kept confidential, adhering to data protection and privacy regulations.
• Maintain up-to-date knowledge of processes and procedures in accordance with knowledge base articles and SOPs.
• Research and problem-solve to determine appropriate solutions for the customers, and follow-up as needed to resolve issues.
• Direct applicable customers to various teams based on processes and procedures.
• Operate with understanding, active listening, patience, empathy and kindness to customers and Team Members alike.
• Go above and beyond to “wow” our customers. We aren’t looking for order-takers or script-readers – we’re searching for those who can engage with our customers and think critically to help customers find the right solutions.
• Operate with a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open-minded to grow.
• Collaborate with Chewy Health team members on the development of current and new services and products.

What You'll Need:

• 1-3+ years of small animal veterinary experience or equivalent industry experience.
• 1-3+ years of customer service experience.
• Is passionate about helping pet parents and demonstrates excellent communication skills (written, verbal, and listening) in a written assessment.
• Ability to multi-task (i.e., talk on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment.
• Proficiency in using computers, both for data entry, as well as for rapid navigation through systems and the internet to search for information to help support our customers.
• Candidates must be willing to commit to working 40hrs/weekly, including some weekend and/or evening shifts included with potential for occasional overtime opportunities.
• Must be able to pass a background check and drug screen.

Technical Requirements

• Work area must be large enough to accommodate two computer monitors and be free from distractions, including any background noise that impacts the customer experience.
• Work area acceptable for webcam use.
• Have a reliable wired, high-speed internet and broadband connection (30 Mbps+ download speed/ 10Mbps+ upload speed (You can test your internet speed at speedtest.net or by contacting your service provider.) Applicants must meet and show this requirement.
• Phone line not required. You must have a cell phone or tablet that can be used for two-factor authentication through Okta Verify. Options for two-factor authentication include:
• A smartphone or tablet on which the Okta mobile app can be downloaded.
• A cell phone that can receive SMS messages and phone calls.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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