Equine Customer Service Agent - Remote

About SmartPak: SmartPak, a Chewy company, brings together more than 25 years of trusted expertise in equine health with the scale, innovation, and customer-first culture of Chewy. Together, we're advancing our mission to create a world where every horse thrives while continuing to deliver the products, services, and expertise the equine community knows and trusts. At SmartPak, we work hard because we're passionate about horses and the people who care for them. Since 1999, we've been connecting the equine community through innovative products, including our patented SmartPak supplement system, and a commitment to exceptional customer experiences. We're building an inclusive culture where respect, collaboration, ownership, and innovation drive everything we do. If you're looking to make a meaningful impact, grow your career, and help shape the future of equine health, we'd love for you to join us! What role will you play in helping us write the next chapter?

The SmartPak Customer Care Team is passionately focused on powering healthy horses and happy riders! The Customer Service Agent role is an exciting position supporting SmartPak’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 Service Agent 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 and weekends. Hourly Rate: $17/hr Location: Remote Here's what you’ll do: Engage with SmartPak customers over the phone, chat, and text – partnering with customers to provide thoughtful recommendations and support. Promote brand loyalty while providing solutions to SmartPak customers for their equestrian needs Increase sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating deep product expertise and serving as a trusted resource for customers Cultivate relationships with our customers by providing exemplary customer service Drive brand-building initiatives through the execution of marketing programs and promotions Provide 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 Passion for helping customers and supporting the health and well-being of 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 approach challenges with creativity and a solutions-oriented mindset Proficient time management and organizational skills Comfortable making decisions in ambiguous situations, communicating clearly, and building positive working relationships 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, which is a free app. Applicant or a member of their household must have access to communicate with Internet Service Provider and be