Creating a world where pets live longer, healthier lives, from their very first meal. Learn more about our brands. We’re Looking For A: Customer Care Representative Location: Remote What You’ll Be Doing: - Use multiple systems simultaneously to resolve customer inquiries efficiently - Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily - Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction - Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable - Correct/update customer information accurately as needed to ensure current and reliable records - Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records - Efficiently fulfill customer order requests to enhance their experience and encourage repeat business - Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience - Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction - Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction - Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.): - High School Diploma or GED - 1-2 years in a customer service role - 1 year customer service in a Contact Center setting (preferred) - Proficiency using windows-based applications, Google Suite, and Microsoft Office software (preferred) - Working knowledge of call center systems and/or workflows (preferred) Golden Perks & Benefits: - Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans. - Annual bonus - We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. - 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being. - Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more. - Reimbursements for a portion of personal cell phone and internet usage for eligible employees. - Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. - Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date. - Potential for quarterly KPI bonuses. The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding. Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, (NAME@GOLDENHIPPO.COM or NAME@GOLDENPETBRANDS.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details. If you receive any suspicious communications regarding an open position or a job offer, please contact Golden Pet Brands directly at safety@goldenhippo.com to verify its validity. Click here to learn more about general internet safety and our hiring practices.

• Investigating and delivering prompt, quality responses to players' questions • Providing valuable feedback to our developers • Deliver excellent customer support to players • Assist internal teams with project-related requests • Play a crucial role in gathering and delivering player feedback • Maintain accurate and detailed reports • Ensure prompt escalation of issues • Contribute to smoother support processes with personalized macros • Manage your time effectively to meet players' needs • Master the gameplay knowledge of our products to serve players better

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote. • Proactively address project issues with teams and Project Manager to prevent disruptions. • Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date. • Serve as an escalation point for client's customer issues. • Train, coach shift leads, and conduct weekly one-on-one coaching sessions. • Provide appropriate positive recognition and disciplinary warnings. • Manage vacation requests, monitor attendance, and address lateness or absences. • Monitor and manage ticket databases to ensure project KPIs and SLAs are met. • Regularly review daily reports to identify and resolve anomalies. • Create CRM/tool views for enhanced visibility and reporting. • Good understanding of Player Support tools and processes, key support metrics, and how to apply them. • Ability to read/interpret reports. • Maintain awareness of project status and provide regular reports to Operations Manager. • Conduct regular quality control checks, identifying coaching opportunities within project processes. • Create CRM/tool views for enhanced visibility and reporting. • Develop training materials and assist in identifying areas for training material enhancement.

Customer Service Associate Location: Mesa, AZ Full Time Customer Experience Entry Level FCP Euro is hiring a Customer Service Associate for our service center in Mesa, AZ. Customer Service is at the heart of FCP Euro. It's been a part of our core values since day one, and we continue to live and breathe it every day. This position is responsible for researching answers and responding to customer inquiries while upholding our industry-leading standard of service. FCP Euro is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to make European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on. At FCP Euro, we exist to empower owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle. Responsibilities and Duties - Fielding and responding to customer service inquiries predominantly via phone, email, and live chat, and providing technical automotive support as needed - Assisting customers with pre- and post-purchase questions, including order fulfillment, order modifications, order status, carrier claims, and order error support. - Adhering to customer inquiry audit criteria as outlined by our Customer Service Quality program - Meeting and exceeding all individual goals and KPIs (key performance indicators) - Consistent commitment to exceeding customer expectations through empathy and a solution-focused approach - Following all departmental Standard Operating Procedures, such as requesting refunds, documenting all customer interactions, etc. - Ability to attend on-site orientation in Mesa, AZ, for the first 30-45 days of training Qualifications and Skills - 2+ years of prior experience in a contact center environment. - Experience performing in an environment where KPIs are tracked, such as - Calls per hour - Schedule Adherence - Quality Assurance Score - CSAT - High school diploma or equivalent required. Formal post-secondary education, such as an Associate’s, Bachelor’s, or equivalent degree, is a plus. - Strong oral and written communication skills - Advanced proficiency in multiple computer systems & applications to research and resolve problems - Ability to control multiple priorities in a fast-paced environment - Strong attention to detail while maintaining a high degree of accuracy - Automotive knowledge/experience preferred but not required Compensation - $20/hr - $24/hr depending on experience - Quarterly bonus opportunity of up to $750 Benefits and Perks - Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution. - 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time, plus Company Holidays - 401k with Company deposit and match. - Discounted prices on our catalog of European car parts! Schedule The start date is June 15th. FCP Euro operates on Eastern Time (ET), which means schedules will shift mid-year to align with Arizona’s Mountain Standard Time (MST). The shifts listed below are shown in MST and reflect the adjusted start times based on the time of year. After a 6-week on-site onboarding, Monday-Friday from 6 AM - 3 PM MST, we have positions available in each of the following shifts: - 8 AM / 9 AM - 5 PM / 6 PM MST - Thursday and Sunday Off - 9 AM / 10 AM - 6 PM / 7 PM MST - Thursday and Sunday Off The role is remote-eligible upon successful completion of training and based on adherence to performance standards. We ask team members to come to the office for quarterly company meetings and other in-person working sessions. No phone calls or agency referrals, please. FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law