Customer Service Specialist

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Customer Service Specialist
Location: Ontario, CA (Inperson)
Job Type: Full-Time

Were looking for a Customer Service Specialist who is genuinely passionate about helping customers and delivering clear, reliable, and friendly support. In this role, youll help maintain accurate product information, ensure smooth backend operations, and enhance the customer experience across all touchpoints. Youll collaborate closely with our team and use AI tools to improve efficiency, accuracy, and communication.

What Youll Do

• Provide timely, professional communication to customers via phone and email.
• Manage the daily customer service inbox and ensure all inquiries are resolved promptly.
• Respond to and process replacement part inquiries from customers.
• Coordinate replacement part packing and shipping, ensure all procedures and required forms are followed.
• Maintain organized, accurate records of customer interactions, transactions, and website updates.
• Prepare weekly customer service reports and review monthly product performance, customer feedback, and return trends.
• Update backend website content, including product details, FAQs, policies, and order status messages.
• Verify product and order information, support product content updates, and assist with basic data entry and organization.
• Use AI tools to classify inquiries, draft responses, support data entry, and proofread content.
• Conduct simple market surveys to identify customer needs and improvement opportunities.
• Collaborate with cross-functional teams to ensure consistent and accurate information across all customer-facing channels.
• Perform additional duties as assigned by management.

What You Bring

• A genuine passion for customer service and a commitment to delivering exceptional support.
• Strong written and verbal communication skills in English.
• Proficiency with Excel and standard office software.
• Experience using AI tools to support workflow efficiency.
• High attention to detail, strong organizational skills, and the ability to manage multiple tasks.
• A proactive, selfmotivated approach with the ability to work independently.
• Prior customer service experience preferred, especially in ecommerce or consumer goods.

What We Offer

• A supportive, collaborative team environment.
• Hands-on training with AI tools and backend systems.
• Opportunities to grow your skills in customer service, product support, and digital content management.
• A role where your accuracy, communication, and problem-solving directly contribute to customer satisfaction and brand trust.

PetPals Group is an equal opportunity employer. We welcome applicants from all backgrounds who are excited to contribute to a positive customer experience and a growing ecommerce team.