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Animal Lover Customer Service Representative 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

Essential Job Functions

The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.

  • Answers calls through the Call Delivery system and managing a call handling and answer speed consistent with established goals.
  • Assists customers in determining which product(s) they need, and provides product suggestions and alternatives for the customer, as appropriate.
  • Answers customers’ technical questions utilizing data and resources provided, escalating up to the Supervisor when necessary to resolve.
  • Responds to customer inquiries on price, product selection, shipping options and charges, ship date, order status and billing.
  • Demonstrates core company values to effectively interact with partners at various levels.

Other Duties and Responsibilities:

  • Responds to customer inquiries through email and live chat.
  • Investigates and resolves customer problems and complaints, entering information into the customer database and processes replacements, returns and credits utilizing the appropriate system / program(s).
  • Communicates with outside vendors to obtain further product information or to determine the availability of replacement parts.
  • Ability to handle difficult customer situations and personality types with tact, and professionalism.
  • Must be able to respond to complex customer questions and resolve more technical issues requiring research and follow up with the customer.
  • May perform other duties as assigned.

Position Requirements
  • High School Diploma or GED equivalent desired
  • At least 12 months previous customer service experience preferred
  • Excellent verbal and written communication skills
  • Strong Data/Order Entry Skills required
  • Computer proficiency utilizing Microsoft Office applications
  • Ability to multi-task and problem solve more difficult customer questions and complaints
  • Previous scheduling experience preferred
  • Must be able to type 40 WPM


  • Choose Correctly -- Uses logic and common sense when making decisions or taking action. Uses existing rules and procedures to guide actions. Considers the impact or consequences of actions and decisions (e.g., impact on sales). Addresses issues in a timely way.
  • Serve The Customer -- Asks questions to more accurately understand customer needs (e.g., identify purchase needs). Seeks feedback from customers. Addresses customer needs by involving the right people (resources) at the right time. Meets or exceeds customer service needs, and reports barriers.
  • Perform the Work -- Asks questions to clarify assignments and priorities. Deals with high-priority work activities first. Makes sure work is done correctly. Surfaces problems and issues with speed and accuracy.
  • Strive For Results -- Takes personal responsibility to take action. Puts in extra effort and work to accomplish important results. Sets high standards for his/her own performance. Finishes assignments and tasks in a timely manner.
  • Improve Performance -- Suggests process and practice improvement ideas. Accurately reports process improvement data. Carefully monitors the accuracy and quality of outputs, products, and services. Makes suggestions to address problems and process breakdowns.
  • Communicate With Others -- Listens carefully to others. Communicates clearly and concisely. Provides appropriate level of detail in communications. Writes with accuracy, simplicity, and completeness. Keeps others informed.
  • Relate to Others -- Relates to others in an accepting and respectful way, regardless of their personality or background. Builds relationships by identifying and discussing common interests and priorities. Remains positive and respectful, even in difficult situations (e.g., when dealing with angry customers). Involves others as appropriate when issues affect them.
  • Perform Ethically -- Does not cover up problems or blame others for mistakes. Meets commitments. Is honest and direct in dealing with people. Acts consistently with stated policies and practices. Does not disclose confidential information (e.g., identity of suspected shoplifters).
  • Readily Adapt -- Works productively in the face of ambiguity or uncertainty. Recovers quickly from problems and setbacks. Deals constructively with mistakes and problems. Seeks opportunities to acquire new knowledge and skills. Accepts and uses feedback, without becoming defensive.

Work Environment:

  • Job duties are performed in a typical environmentally controlled office environment with little or no exposure to external hazards.

Physical requirements include:

  • Capable of talking, hearing, and sitting for the majority of the work day.
Full-Time/Part-Time Full-Time  
Position Customer Service Representative  
Location Black Canyon  
About the Organization At Valor, we are seeking team members who are passionate to make a difference by serving our customers, admiring our people and are committed to consistently exceeding expectations.  

This position is currently accepting applications.

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