CUSTOMER SERVICE REPRESENTATIVE

Description: Customer Service Representative (Hybrid)

About Us:

At Hartz, our passion for pets inspires everything we do. For over 100 years, we’ve been a trusted name in pet care—creating innovative products that strengthen the bond between pets and the people who love them.

As industry leaders, we’re constantly pushing what’s possible to help pets live happier, healthier, and longer lives. Our diverse, talented team fuels this mission, bringing fresh ideas and genuine dedication to every project.

We’re committed to an inclusive, supportive workplace where everyone can thrive—whether you’re collaborating onsite or working in a hybrid environment. At Hartz, your contributions matter, and the impact you make extends far beyond our walls.

Join us and help shape the future of pet care—driving bold ideas and meaningful change for pets and the people who love them.

What We Offer …

• Hybrid Work Schedule: Enjoy flexibility with 3 days in-office and 2 days remote.
• Pet-Friendly Culture: Bring your pet to work and enjoy a casual, inclusive environment.
• Competitive Compensation & Benefits: Receive a generous 401(k) match with immediate vesting.
• Generous Paid Time Off: Enjoy up to 34 paid days off annually.
• Paid Leaves: Parental leave, Bereavement leave, and Military leave.
• Comprehensive Health Coverage: Includes Medical, Dental, Vision, Healthcare FSA, and Mental Health EAP, basic Life insurance and Disability Insurance.
• Tuition Reimbursement & Career Growth: Access to tuition reimbursement and other learning and development opportunities.
• Employee Perks: Volunteer opportunities, fun employee events, and more!

The Role …

We're seeking a Customer Service Representative who is passionate about pets and the pet parents who love them, and is driven to make a difference. In this role, you will provide top notch customer service to Hartz consumers across multiple channels, including phone, e-mail, chat, and social media. Additionally, you will provide accurate information about Hartz’s products and assist in resolving consumer inquiries and concerns in a timely and courteous manner.

To be successful in this role, you must possess strong problem-solving skills, be a quick and agile learner to acquire in-depth product knowledge and utilize customized software and applications to track customer inquiries.

This is a full-time non-exempt hourly position that is located at our Secaucus, NJ corporate headquarters, and has the flexibility to work a hybrid schedule.

Your Responsibilities …

Consumer Support & Issue Resolution

• Provide exceptional service to consumers by responding timely to inquiries and concerns, actively listening, maintain composure, empathize, build trust, establish rapport, and effectively de-escalate customer issues
• Provide backup support for other consumer representatives by receiving local calls as needed

Product Knowledge & Brand Engagement

• Develop and maintain an in-depth product knowledge to assist consumers with projects and product selection
• Promote brand awareness by providing consistent, exceptional support that builds trust and fosters long-term customer loyalty

Documentation & Reporting

• Document each consumer contact in the Astute database and follow specifications for data entry
• Monitor consumer feedback and report issues to management

Project and Administrative Support

• Assist with department and general administrative duties including mail, supplies, filing, and other tasks
• Attend meetings and complete other duties and projects as assigned by management

Requirements:

You’ll Need …

• Education: High School diploma or equivalent is required; some college preferred
• Experience: Minimum of 2 years’ work experience in a customer service or customer-facing role
• Customer Service Skills: Demonstrated ability to deliver exceptional customer service with professionalism and empathy
• Conflict Resolution Skills: Ability to handle challenging situations and maintain composure when interacting with upset or distressed customers
• Communication Skills: Excellent written and verbal communication skills,
• Problem-Solving Skills: Ability to think quickly and resolve issues efficiently
• Teamwork: Ability to work independently and proactively while collaborating with a team
• Reliability: Demonstrates compassion, care, dependability, with a positive and professional demeanor
• Technical Proficiency: Proficient in Microsoft Office programs (Word, Excel, PowerPoint)

Preferred Experience …

• Pet Care Experience: Experience working with companion animals such as dogs and cats preferred
• System Proficiency: Experience with Astute or other customer response database and tracking system is preferred

This is an hourly position with a pay range of $25.64 to $26.66 per hour, based on a 37.5-hour work week. This equates to an anticipated annualized range of approximately $50,000 to $52,000. The specific salary offered will depend on the candidate’s qualifications and experience for this position. This role may also be eligible for an annual discretionary incentive award.
If this sounds like a good match and you want to learn more about this exciting role, please get in touch with us today!
Hartz 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.
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