Job Summary:
We are seeking a proactive and empathetic Customer Support & Claims Coordinator to ensure an excellent post-purchase experience for our customers. This role is responsible for managing customer queries and complaints, supporting product or service issues (including grooming or veterinary care), assisting with insurance claims, and ensuring all customer concerns are resolved professionally and efficiently.
Key Responsibilities:
Customer Support & Issue Resolution
Respond promptly to customer inquiries via phone, email, or in-person regarding product purchases, pet adoptions, grooming services, or veterinary partnerships.
Resolve issues related to defective products, service dissatisfaction, or pet health concerns with tact and professionalism.
Maintain accurate records of interactions, feedback, and resolutions using store systems or CRM tools.
Claims Handling
Assist customers with initiating and following up on claims for product warranties or pet insurance.
Review documentation and ensure all required information is provided for claim processing.
Act as a liaison between customers and insurance partners (pet insurance companies, third-party product providers).
Insurance & Vendor Coordination
Coordinate with insurance representatives to track claims status, escalate delays, and ensure accurate communication.
Work with product suppliers or service vendors (e.g., groomers, vet clinics) to resolve product or service disputes.
Post-Sales Follow-Up
Conduct follow-ups with customers after resolution to ensure satisfaction and gather feedback.
Track recurring issues and report them to store management for improvement.
Support loyalty programs, product exchanges, or goodwill gestures as needed.
Qualifications:
Prior experience in customer service, retail, or claims handling (pet industry experience is a plus).
Excellent communication, problem-solving, and conflict resolution skills.
Familiarity with pet products, insurance claims processes, or veterinary terms is helpful.
Ability to work calmly under pressure and multitask.
Basic computer skills (CRM, email, MS Office or POS systems).
Working Conditions:
Retail store environment — must be comfortable working with pets and pet owners.
May include weekend or evening shifts based on store hours.