Customer Experience Specialist (Remote | eCommerce Call Center)

**Customer Experience Specialist** **Remote (U.S.) \| Full\-Time \| Pet Health eCommerce** **Pay:** $42,000–$55,000 per year **Schedule:** Position 1**:** Monday–Friday, 9:00 a.m.–5:30 p.m. Pacific Time Position 2: Monday–Friday, 9:00 a.m.–5:30 p.m. Eastern Time **Location:** Remote within the United States **Experience required:** 3\+ years in a high\-volume contact center or call center **Required:** Recent experience in a high\-volume, queue\-based contact center supporting customers by phone, email, and live chat. Experience with all three channels is required. Professional pet health, veterinary, or animal\-care experience is strongly preferred. **About AnimalBiome** AnimalBiome is a pet health company helping cats and dogs live healthier lives through microbiome testing and science\-based supplements. Our customers are passionate pet parents, and we are looking for someone equally committed to providing accurate, compassionate, and efficient support. **About the Role** We are hiring two Customer Experience Specialists with proven experience in a high\-volume contact center. You will support customers by phone, email, and live chat with questions about orders, shipping, accounts, consultation schedules, reports, and AnimalBiome products. Phone support is a significant part of this position. You must be comfortable handling frequent or back\-to\-back calls while also managing email and chat queues. This role is measured against expectations for responsiveness, productivity, quality, customer satisfaction, documentation, and schedule adherence. This is not an entry\-level role. General retail, hospitality, veterinary reception, or in\-person customer service experience alone does not meet the requirement unless it includes substantial, high\-volume contact center work across phone, email, and live chat. **What You Will Do** * Respond promptly and professionally to a high daily volume of customer inquiries by phone, email, and live chat using Kustomer and Aircall. * Manage inbound and outbound calls and remain available for queue\-based phone coverage throughout the assigned shift. * Resolve order and shipping concerns, including lost or damaged packages, delivery disputes, customs delays, refunds, exchanges, replacements, and address issues. * Gather documentation and submit or support shipping claims involving USPS, FedEx, UPS, DHL, and other carriers. * Guide customers through account setup, order management, consultation scheduling, report access, and basic product\-use questions. * Provide accurate, approved product education and recognize questions that require veterinary, technical, or managerial escalation. * Use empathy and de\-escalation skills when helping concerned or frustrated pet parents, including customers facing difficult pet\-health situations. * Work across Shopify, CRM, phone, chat, shipping, scheduling, and internal communication tools while maintaining accuracy. * Document each interaction clearly, incl