Our Opportunity
Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.
As part of this mission, Chewy Health is currently seeking an experienced customer support agent in our Healthcare Services Organization.
As a Rhapsody Support team member, you are the main line of communication for all things Petabyte Technology under the Chewy Health umbrella is the PIMs software utilized in Chewy Vet Clinics which you will support via live chat. This means having a deep knowledge of Rhapsody, Wellness Plans, Catalog Requests, Merchant Services, and the Boop App. To aid our users properly you will need to understand how reminder protocols, prescriptions, labs, and other workflows look like throughout a Verterinary hospital. You provide knowledgeable, comprehensive, and fast support to our users. You will also provide limited backup to other teams by assisting with Marketplace Partners, the Petabyte Analytics team, the Development team, and the Finance department. Petabyte prides itself as the only PIMS provider to provide one-on-one support through Intercom, ensuring all users receive the best possible experience.
What You will Do:
Our support team members fully ramp up their end-to-end product knowledge through provided training in no more than five months and are continually scored and making refinements to achieve this goal through active participation in upwards of 75 Intercom chats per-week with above average Quality Assurance and Customer Satisfaction scores.
- Provide proficient support for users
What You will Need:
The right candidate has a “can-do” attitude and prides themselves on being a quick learner and self-starter. Measurements of success are defined by characteristics that impress our clients with every interaction, such as a positive attitude, quick turnaround times, and always going above and beyond.
- Experience as a Veterinary technician or Veterinary Assistant is required
- A willingness to learn new tools and technology.
- Able to act as triage to determine if issues reported are system bugs or standard functionality.
- Strong partnership skills, specifically with the product team to log issues and partner to find the appropriate resolution.
- Ability to multi-task supporting multiple team member chats at a time.
- Willingness to help and provide empathy to users.
- Proficient in typing, grammar, and well-versed communication skills.
- Timeliness responses to ensure clients are always “Wowed” with their experience
- Exceptional knowledge of Microsoft Office
- The ability to learn new computer software in a timely manner with new features being added weekly
Bonus Skills:
- Experience in virtual customer service and/or SaaS
- Experience with launching innovative technologies and services to veterinary clinics or medical practices.
- Strong understanding of the overall pet care industry and current trends
- In-depth experience and understanding of the veterinary profession in the US.
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 [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
