Role Description The full-time Customer Service Representative (Neighbor Service Coordinator) will be responsible for assisting with key initiatives designed to differentiate Pet Supplies Plus as a superior provider of customer service. This position will be responsible for responding to and disseminating incoming communication and information from Pet Supplies Plus Neighbors to the stores and key departments via email and phone. - Answering neighbor requests or inquiries concerning store service, products, company loyalty programs and other services via phone and email. - Working with stores and the field management team to resolve neighbor complaints in a timely, efficient and professional manner. - Maintaining records of incoming neighbor contact (phone and email) and the nature of each inquiry. - Providing reporting on inquiries and time to resolution. - Improving neighbor retention through programs and service provided to the neighbor. - Continually maintaining working knowledge of company services, promotions and programs. - Handling product recalls. - Advising neighbors on company information. Qualifications - A High school diploma; degree preferred. - 3-5 years related experience and knowledge of service delivery. - Strong customer service orientation. - Proven ability to communicate effectively (through oral and written communication) with internal and external customers with the highest degree of professionalism, clarity, and diplomacy while being firm as the situation necessitates. - Proven ability to work with minimal supervision. - Demonstrated ability to multi-task. - Ability to handle inquiries, and exercise good judgment in working with internal and external customers and apply critical thinking skills to solve problems. - Ability to prioritize and execute tasks in a fast-paced environment. - Proficiency in data entry. - Solid MS Office products skills. Benefits - Min: USD $17.00/Hr. - Max: USD $18.00/Hr. Company Description Pet Supplies Plus is focused on making it easier to get better products for your pet. With over 750 locations in 44 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly. Pet Supplies Plus is ranked No. 21 overall in Entrepreneur Magazine's 2024 Franchise 500® list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visit www.petsuppliesplus.com. EOE Statement We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.

• Using a live chat system, you will respond to customers in an efficient and timely manner • Deliver outstanding customer service whilst adhering to operational SLAs and Customer Satisfaction targets • Investigate and resolve customer issues quickly and efficiently • Contribute and share ideas to improve the quality & speed of P5D customer support • Understand, research and escalate our customers’ feedback to management • Represent the brand. As the voice of P5D you’ll always provide an engaging and positive customer experience. • Know P5D product inside and out so that you can answer questions. • Work the day shifts between 9.00 - 21.00 EEST (2 days on, 2 days off rotation)

• Handling inquiries via inbound and outbound phone calls, email, and chat. • Customer support: As the first point of contact, you assist our customers with their questions. • With your product expertise, you help existing customers with their needs and inquiries regarding their supplemental dental insurance plans. • Knowledge management: You support the creation and ongoing development of our digital knowledge base. • Process optimization and automation: You make an important contribution to improving and optimizing our processes and the customer journey in the area of Customer Success.

Field Support Representative Fixed term – 18 month contract IDEXX is a leading veterinary diagnostics company, creating some of the most innovative products and services in the industry, each of which helps keep pets and livestock healthy. Veterinary practices and clinics depend on our products and our highly skilled field teams who provide customers with support and advice. We are looking for a Field Support Representative (FSR) in Ireland, with effective communication skills, strong self-organization, and who can approach every customer interaction with empathy and passion. As a Field Support Representative, you will work closely with Field Sales Professionals and other internal teams to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities. You will install, onboard and train the staff in the clinic on the best way to use IDEXX products and services, while also identifying additional customer needs and presenting solutions to help. As an FSR, you will also assist with critical customer need visits, providing onsite technical support when things are not going according to plan. FSRs are expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate industry events/tradeshows. The Field Support Representative positions are field based in which you will work and travel from a home office. You would utilize a wide array of programs and tools to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. No two days are the same, and you would be accountable for managing your schedule and travel based on the unique attributes and needs of your territory and customers, while also keeping a focus on your own professional development and growth. What do you need to succeed? - Being able to build relationships with all personalities is a must! You would get to visit some amazing people and places as you work. - To be successful in this role you will need to possess a minimum of three (3) years veterinary clinic experience with a training and/or practice management background strongly preferred – in addition a Veterinary/Veterinary Nurse or other applicable degree preferred. - You can effectively communicate and collaborate with customers, management, and peers. - You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. Presenting a professional brand for yourself and IDEXX at all times. - You must be comfortable learning and using technology such as computers, tablets and Smartphones. Computer networking experience is preferred - You have a full UK driving license & you’re happy to be travelling up to 70% of your time within the territory to customer locations – with overnight stays if required. In this role: - Provides on-site customer support related to Company product or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines. - Installs equipment at customer locations. Assembles components and tests operation. Adjusts equipment as needed, coordinating with in-house resources and others. - Trains customers in the use of Company products, equipment and services. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of Company products and services. - Troubleshoots customer problems and issues with Company products and services. Diagnoses and fixes problems with assistance of in-house technical resources and others as needed. Plans and implements strategies for addressing more complex issues as needed. - Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience. - Communicates customer needs for additional products and services to sales team, research & development and others. Coordinates other teams and additional resources to address customer issues as needed. Ensures ongoing customer satisfaction. - Researches customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience. - Details benefits of additional Company products and services as appropriate. - Documents customer visits and interactions. - Supports quality management system and other compliance requirements. Why IDEXX: We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, colour, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.