Pet Owner Experience Advisor

Job Description:

Pet Owner Experience Nutritional Advisor

At the heart of our business is a customer-first approach. The Pet Owner Experience & Nutritional Advisor will ensure every interaction reflects the quality of our premium products and strengthens the bond we share with pet owners. This role combines exceptional service with nutritional expertise to deliver a seamless and personalized experience for our customers and their pets.

What are we looking for?

Minimum

• High School Diploma
• 1–2 years of experience in customer service, contact center, or hospitality environments handling multi-channel communications (phone, email, chat).
• 1+ year(s) experience working as a Direct to Consumer (D2C) Pet Owner Experience Nutritional Advisor
• Experience working with CRM, ticketing, or case management systems to track and follow through on customer issues.
• Experience in the veterinary and/or biological sciences and/or nutrition field(s) an asset 
• Must have a high-speed internet access – Minimum bandwidth 350 Mb/s
• Router and home network equipment released no later than four years ago
• Must have space free from background noise, interruptions, and distractions.

Preferred

• ​Bachelor's Degree
• Passion for pets/animals and the pet care industry, aligning with the mission to deliver a "premium level of care to pet owners."
• A proactive mindset with a history of providing actionable feedback to leadership to improve operational processes or customer journeys.

What will be your key responsibilities?

• Contact management and ability to deal with customer interactions on all channels  building trust by taking ownerhship and accountability in every customer interaction
• Ability to de-escalate, resolve conflict and exude patience in all interactions.  
• Identify roadblocks and escalate to the appropriate channels. 
• Case management and follow through for one call resolution. 
• Perform and meet individual and team KPIs. 
• Utilize active listening skills, deal with ambiguity, and empathize with customers' needs and wants.  
• Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings 
• Provide feedback on process improvements  ​ 
• ​​Provide outstanding service to pet owners, matching the premium quality of our products with a premium level of care.
• Support our North American Direct-to-Consumer program by managing subscriptions and auto-ship orders.
• Enhance the Pet Owner Journey through proactive communication, problem-solving, and personalized recommendations.
• Partner with internal teams to resolve issues quickly and ensure a positive customer experience.

​

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

The base pay range for this position at commencement of employment is between the below range, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the position and employee’s work schedule). Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee’s work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee’s work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.

USD 24.19 - USD 33.26

About Us