Customer Experience Associate (Friday - Monday 7am-6pm CST Shift) at The Farmer's Dog (Nashville, TN)

| Nashville, TN
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Who We Are

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bulk bags of highly-processed mystery pellets with a personalized subscription service that sends healthy, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future. 

To date, The Farmer’s Dog has delivered over 200 million meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

Where You'll Come In

Are you a dog person who has always thought that there was a better way to deliver service - simply, easily and with love - just like our food. Do you have a desire to engage in meaningful conversations while helping our customers improve the quality of their dog’s lives? Are you passionate about the idea of disrupting the pet food industry and providing healthy human grade food for dogs?

Our Customer Experience Department (CX) is looking for people who will be the eyes and ears of our service organization. We need people who can consistently deliver a positive, world class customer experience via phone, web chat or email. Our goal is to resolve customer queries with fast, friendly, and courteous service.

Service can include responding to inquiries regarding billing, delivery status, account information, updating payments methods, nutritional information and general questions about subscriptions.

This is a full-time role for the Friday-Monday 6am-7pm CST shift (10 hour/day shift). In addition, some holiday work will be required.

This position has the flexibility to be based in commutable distance to Nashville, TN or Fort Lauderdale, FL,

Remote-only candidates must have the ability to work from home, in a space free from distractions and with the ability to have confidential conversations.

How You'll Make An Impact
  • Deliver exceptional customer service through inbound phone, email, and chat contacts.
  • Resolve customer issues with a high degree of empathy while building value in our products
  • Respond to customers in a timely manner with thorough and accurate information
  • Document customer interactions in our contact management system and CRM so that we understand how to improve the customer experience
  • Work independently with customers but also able to share information about these conversations with your colleagues, e.g. People Leads/Managers and Cross-Functional Leads
We're Excited About You Because
  • You provide service with a human touch with each and every customer you help.
  • You are resilient. You’ve developed skills that allow you to overcome the daily challenges of a CX role.
  • You’re flexible and comfortable balancing multiple priorities when needed.
  • You are proud of your ability to de-escalate unhappy customers and turn them into advocates.
  • You pride yourself on your outstanding interpersonal and organizational skills.
  • You thrive on going above and beyond for people and treating each customer conversation as unique.
  • You operate with ownership, are a self-starter, and have a strong attention to detail.
  • You keep a positive attitude as you learn, grow, and develop in a new environment.
  • You are uniquely YOU! We've found that dog lovers with a variety of backgrounds and interests can excel. Whether you’re starting your career or looking for a career change, we encourage you to apply!
Benefits
  • Market-competitive hourly compensation and equity packages
  • Competitive 401k plan with company match
  • 12 week paid parental leave
  • Discounted fresh food for your pup
  • Flexible PTO and WFH policy
  • Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug
  • 4 weeks of paid comprehensive training
  • Equipment provided for all new hires (laptop, headset etc)
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Technology we use

  • Engineering
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks

An Insider's view of The Farmer's Dog

What’s the vibe like in the office?

It's so refreshing to be able to walk into my job knowing that I'm truly making a difference. Every person on our team believes in our product and mission, so motivation and passion comes organically. Did I mention that our office is full of dogs?

Matt

Customer Experience

What projects are you most excited about?

We are changing the way people think about pet food by delivering fresh, healthy meals for dogs in personalized meal plans. Supply chain is exciting because it's basically the key differentiating factor for how we can be the most cost efficient, really impact the consumer experience for the better, and always make sure the dogs get fed.

Sana

Head of Operations

How does the company support your career growth?

I feel a crazy opportunity to grow my career the way I want to at The Farmer's Dog. We are encouraged to take risks and are surrounded by genuine, loving, and compassionate people. The culture is supportive of both dog and human health and wellness, and I love that I get to help dogs live longer lives with my dog, Emmy, by my side.

Adrian

Growth Manager

What is your vision for the company?

The Farmer's Dog is on a mission to change the way people think about feeding their pets. Our goal is to educate & give people the tools to give their pets the healthiest diet. We believe that once the world is educated about fresh food, people will stop feeding their pets processed food and the life expectancy for the entire species will increase.

Brett

Co-Founder & Head of Community

What does your typical day look like?

As CEO, I spend my days making the hard decisions, hiring the best people, protecting the team, and making sure the company is financially sound. I also get to choose which dogs are allowed in the office (all of them).

Jonathan

Co-Founder & CEO

What are The Farmer's Dog Perks + Benefits

The Farmer's Dog Benefits Overview

Dog-friendly office in Greenwich Village
Discount on TFD food for your pup!
Comprehensive Healthcare, Dental, and Vision
401(k) with competitive company match
Unlimited vacation & sick days
Flexible work-from-home policy
Team outings, coffee always brewed fresh, and a strong breakfast and snack game

Culture
Partners with Nonprofits
We love partnering with rescue organizations, adoption centers, and other organizations who are as passionate about dogs and dog people as we are.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Customized development tracks

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