Customer Care Representative

About SmartEquine:

When most people say, "work hard, play hard," they don't mean at the same time. But we're not most people. SmartEquine is a little more awesome than that, and we're willing to bet that you are, too.

SmartEquine is on a mission to create a world where every horse thrives, living its best life every day. Based in Plymouth, Massachusetts, we are a direct-to-consumer ecommerce Equine business specializing in patented subscription-based supplements known as "SmartPaks”.

Since 1999, we've connected the equine community through our passion and love for horses and their health. Our story is being written by remarkable people with innovative ideas who are the inspiration and foundation for our future success. We’re proud to have gained the trust of the equine community through our impressive product offerings and are positioned to successfully maintain our market leadership.

At SmartEquine, we are building a culture of inclusion that is grounded in the principles of respect, kindness, and a sense of belonging for all. We are committed to modeling our values while setting the highest standards for performance, ownership, and accountability of our deliverables.

Here, you can expect to participate and collaborate fully on dynamic teams and make meaningful contributions every day. You can also expect to grow, innovate, inspire, and feel supported in building a rewarding career. If this speaks to you, we invite you to come and write the next chapters of our story with us.

What role will you play in helping us write the next chapter?

About the job: 

The SmartEquine Customer Care Team is maniacally focused on powering healthy horses and happy riders! The Customer Care Representative role is an exciting position within SmartEquine’s call center. We’re looking for awesome horse people who can bring in their own equine experience to support our customers and their horses. The Customer Care Representative role focuses on customer engagement, health knowledge, supplement subscriptions, and expertise in our current product assortment. This position is hourly, fully remote, and requires some evening hours.

Here's what you’ll do:

• Interacting with SmartEquine customers over the phone, chat, and text - partnering with each person to provide valuable recommendations 
• Promoting brand loyalty while providing solutions to SmartEquine customers for their equestrian needs 
• Increasing sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating an expertise in our current product assortment 
• Cultivating relationships with our customers by providing exemplary customer service 
• Driving brand-building initiatives through the execution of marketing programs and promotions 
• Providing accurate account management and follow-up based on customer needs
• Responsible for schedule adherence and meeting productivity standards

Qualifications:

5+ years of hands-on equine experience

Equine focused degrees preferred

Focus and passion for helping customers and their horses 

Sophisticated verbal and written communication skills 

Technologically savvy with working knowledge of Microsoft Office, including Word, Excel, and Outlook 

Aptitude to quickly learn and confidently navigate new computer systems 

Ability to offer creative and out-of-the-box solutions 

Proficient time management and organizational skills 

Confident, risk-taker with a great sense of humor 

Exhibits sales aptitude and willingness to improve upon these skills 

Comfortable working independently, as well as in a group 

Ability to stay motivated in a remote environment 

Customer service experience preferred 

Telephone and/or retail background are a plus  

Remote Technology requirements:  

Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box; SmartPak will provide a standard 4-foot CAT-6 line. Candidates with Satellite and DSL internet will not be considered as these connections are NOT compatible with SmartPak's internet phone system. Use of WiFi is not permitted. Applicants must have service through a major Internet Service Provider.

Must own a mobile device that has the capability to download and access the Okta Verify application (free app). 

Applicant or a member of their household must have access to communicate with Internet Service Provider and be permitted to request service or receive technical support as needed.

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match

• Paid time off

• Paid holidays

• Maternity leave

• Parental leave

• Military leave

• Other leaves of absence

• Health, dental, and vision benefits

• Health savings accounts

• Flexible spending accounts

• Life & disability benefits​

• Identity theft protection

• Pet insurance

• Certain positions may include eligibility for a short-term incentive plan

Salary may vary depending on factors such as confirmed job-related skills, experience, and location. It is not typical for an individual to be hired at or near the top end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each case. Sales Positions are eligible for a Variable Incentive.

The pay range for this position is as follows:

$14-$19

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.