• Accurately record data from the caller on inbound telephone lines and process notices. • Handle high-volume inbound customer service calls with professionalism and urgency. • Accurately collect, document, and process excavation locate requests. • Provide callers with legally required and safety-related information. • Maintain exceptional attention to detail while multitasking. • Meet productivity, quality assurance, and performance metrics in a call center environment.

• Provide bespoke, 1-1 customer service for Skylight Calendar and Frame customers • Engage with customers daily through phone, chat, email, and social media • Support escalated customer issues involving complex hardware and software challenges • Flag any patterns you notice in tickets or customer feedback • Be a supportive peer and thought partner with Customer Service Team Leads • Contribute to project-based work as needed

Job Description: Our Opportunity Do you have a desire to engage in meaningful conversations while helping others? If you answered yes, this might be the purr-fect role for you! Chewy is revolutionizing the pet industry as one of the fastest-growing e-commerce retailers of all time. We are seeking full-time, motivated Customer Service Representatives to join our award-winning customer service organization. In this role, you should be comfortable working from home and reside within the state of Kentucky. Starting wage is $16 / hour with opportunities to learn and further develop your skills while working remotely! We need individuals who can interact with customers over the phone, think critically, and genuinely assist others. Loving pets is a plus! What You'll Do Communicate with customers who contact us regarding different subjects, like shopping for their new pet, selecting a suitable chew toy, or addressing any unexpected problems. Research and problem-solve to provide solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution. Operate with understanding, apply active listening, perseverance, compassion, and understanding to customers and Team Members alike. Operate with a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open-minded to grow. Engage with Team Members and Managers using virtual collaboration tools like Zoom and Slack to cultivate a customer-centric culture of collaboration. What You'll Need 2 years of customer service experience Show strong written, verbal, and listening abilities in a written assessment Ability to multi-task (e.g., maintain a conversation on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment Display skill in computer usage for data entry and efficient internet browsing to assist customers. Ability to adapt to change with the business needs of the company Flexibility to shift schedule and work overtime as needed by the business unit Dedication to maintain confidentiality and secure critical information High school graduate or equivalent experience Be willing and able to pass a background check Technical Requirements

• L1 Support: Provide first-line support for customer issues, ensuring accurate, prompt, and empathetic communication. • Ticket Queue Management: Monitor and manage the ticket queue, prioritizing and addressing customer concerns efficiently. • Ticket Deflection: Implement strategies to reduce incoming ticket volume by identifying and resolving root causes and improving self-service resources. • Customer Advocacy: Act as the primary point of contact for support inquiries, ensuring customers feel heard and supported. • Process Development: Work closely with leadership to design and implement scalable support processes for break/fix issues, escalations, and other support needs. • Cross-Functional Collaboration: Partner with product, engineering, and customer success teams to address customer concerns and drive resolution. • Metrics Management: Track and analyze support metrics, including time to response, time to resolution, and customer satisfaction, to continuously improve service quality. • Knowledge Base Creation: Contribute to the creation and maintenance of a comprehensive knowledge base to empower customer self-service and reduce ticket volume.