Customer Relationship Specialist

Job Description

Who We Are

The Farmer’s Dog was created to radically improve the $90 billion global pet food industry — starting with a subscription service that sends freshly-made food directly to customers’ doors. Long term, our aim is to simplify every part of pet care, bettering the lives of the animals who make our lives better. Backed by the early investors of Warby Parker, Dollar Shave Club, and Sweetgreen, we've raised over $100M in funding and seek to build a company as healthy as the dogs we feed.

Join The Farmer’s Dog team as we continue to figure out ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

Where You'll Come In

Our new Customer Relationship function sits at the front line operating as the first point of contact for prospective customers. The Customer Relationship Specialist will contact warm leads and use a consultative approach to walk them through our initial signup process and educate them on the benefits of feeding fresh food. We're looking for an advocate for our customers –– someone who continuously raises the bar by inventing creative solutions on the fly. In this role, you'll provide outstanding service and build your skills in communications, problem solving and relationship building. You’ll have a direct impact on the expansion of our business and the satisfaction of our customers.

This would be an exciting opportunity for someone looking to begin or advance their career beyond a traditional customer facing role. We're looking forward to meeting with candidates from all backgrounds, experiences, and walks of life!

Due to the Covid-19 pandemic, we’re currently operating remotely. However, this role will be based in Nashville upon a safe return to the office.

How You'll Make An Impact

• Build rapport and engage with current and interested customers through one-on-one interactions primarily over the phone and occasionally SMS
• Convert prospects through phone outreach and build certainty around the benefits of feeding fresh food
• Build trust and rapport with customers to drive long term retention
• Leave every customer feeling loved, engaged and valued
• Compile feedback from current and prospective customers to assist in developing The Farmer's Dog Customer Journey and sign up processes
• Track responses and share insights with the Product function to develop future improvements
• Learn to be a health and nutrition wiz; provide support on dog health, care, and wellness

We're Excited About You Because

• You pride yourself on your outstanding interpersonal and organizational skills
• You challenge yourself with continuous personal development by staying up to date with new relationship building techniques and strategies
• You have the ability to take and learn from constructive feedback
• You’re constantly looking for ways to improve current processes
• You’re flexible and comfortable balancing multiple priorities when needed
• You're a confident verbal communicator across all channels, especially over the phone
• You are uniquely YOU! We've found that a variety of backgrounds and interests excel in this role and encourage you to apply and share with us why you'd be a great fit

Benefits

• Brand new dog-friendly office located at Center615 in Nashville (upon a safe return-to-office!)
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Flexible PTO and (when in office) WFH policy
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug