Customer Experience Specialist (Pet Care & Memorial Services)

Customer Experience Specialist (Pet Care & Memorial Services)

Remote | Full-Time | Direct HireReports To:Customer Experience Leadership / Operations Team

About the Company

We are a rapidly growing pet care and pet memorial services company on a mission to support pet families through some of the most meaningful and emotional moments of pet ownership. Our services span pet aftercare, cremation, memorial products, and end-of-life support, creating a customer experience that requires empathy, professionalism, and exceptional communication.

Unlike traditional ecommerce support roles, our team serves customers during highly emotional situations. Every interaction requires compassion, patience, attention to detail, and the ability to guide pet parents through complex decisions with care and confidence.

As we continue to grow, we are seeking a Customer Experience Specialist who can deliver a best-in-class customer journey while serving as a trusted resource for pet families.

About the Role

This is not a traditional customer support position.

You will serve as the voice of the company, helping pet parents navigate services, answer questions, coordinate arrangements, and provide guidance during sensitive moments. The ideal candidate combines exceptional customer service skills with emotional intelligence and professionalism.

Most customer interactions currently occur over the phone, making strong verbal communication and relationship-building skills critical to success. Candidates must be able to build trust quickly, communicate clearly, and create a positive customer experience without sounding scripted or transactional.

We are looking for someone who can operate at a level comparable to top-tier U.S.-based customer service professionals while working remotely.

Key Responsibilities

Customer Support & Relationship Management
* Serve as the primary point of contact for pet parents via phone, email, chat, and text communication.
* Answer questions regarding services, memorial products, cremation options, and related offerings.
* Guide customers through service selections with empathy and professionalism.
* Handle emotionally sensitive conversations with compassion and patience.
* Create a supportive and reassuring experience during difficult circumstances.
* Resolve customer concerns quickly and effectively while maintaining a high level of customer satisfaction.
* Build trust and rapport with customers throughout the customer journey.

Phone-Based Customer Care
* Manage a high volume of inbound phone conversations.
* Listen actively and identify customer needs.
* Communicate complex information clearly and confidently.
* Maintain professionalism during emotionally charged interactions.
* Document conversations accurately within company systems.

Service Coordination
* Assist customers with scheduling, booking, and service-related questions.
* Coordinate information between customers and internal teams.
* Ensure all customer requests are properly documented and followed through.
* Maintain accuracy when handling sensitive customer information and service details.

Customer Experience Excellence
* Act as an advocate for the customer throughout the entire experience.
* Identify opportunities to improve customer processes and workflows.
* Escalate issues appropriately while maintaining ownership of the customer experience.
* Help maintain the company's exceptionally high customer service standards.

What Success Looks Like
* Customers consistently report feeling supported, understood, and cared for.
* Customer inquiries are resolved accurately and efficiently.
* High customer satisfaction and positive reviews.
* Strong attention to detail with minimal errors.
* Ability to handle difficult conversations professionally and compassionately.
* Positive collaboration with operations, veterinary, and leadership teams.
* Ability to represent the company’s values in every customer interaction.

Required Qualifications

Customer Service Experience
* 3+ years of customer service, customer experience, customer success, hospitality, healthcare support, patient care coordination, or similar customer-facing experience.
* Proven experience handling phone-based customer interactions.
* Experience supporting U.S.-based customers.

Communication Skills
* Exceptional verbal and written English communication skills.
* Neutral or minimal accent.
* Ability to communicate with warmth, professionalism, and confidence.
* Strong active listening skills.

Emotional Intelligence
* High degree of empathy and compassion.
* Ability to navigate emotionally sensitive conversations.
* Strong interpersonal and relationship-building skills.
* Patient, calm, and solutions-oriented approach.

Technical Skills
* Comfortable working within CRM systems and customer support platforms.
* Strong computer literacy and ability to multitask across systems.
* Ability to document customer interactions thoroughly and accurately.

Preferred Qual