Customer Service Representative (Remote – Kentucky)

About Us

Small Pet Select is a family-owned company passionate about providing high-quality products for small pets across the country. From manufacturing and warehouse operations to direct-to-consumer sales, we take pride in delivering exceptional service and premium products to pet parents nationwide.

We’re looking for a friendly, dependable, and detail-oriented individual based in Kentucky to join our customer service team. If you enjoy helping people, solving problems, and have a genuine interest in small animals, we’d love to hear from you!

Job Overview

We’re looking for a part-time Customer Service Representative to join our team remotely from Kentucky.

In this role, you’ll assist customers through email, chat, and phone, helping with orders, product questions, shipping concerns, and other customer needs. You’ll work closely with our customer service team and other departments to ensure customers receive timely, accurate, and friendly support.

The ideal candidate is comfortable working independently in a remote environment, managing multiple customer inquiries, and learning new systems. Experience owning or caring for small pets such as rabbits, guinea pigs, chinchillas, chickens, or birds is strongly preferred but not required.

A positive attitude, strong communication skills, attention to detail, and reliability are most important.

Schedule

• Job Type: Part-time
• Days: Monday through Friday, with rotational Saturdays
• Hours: 8:00 a.m.–2:00 p.m. ET
• Pay: $18.00 per hour

Customer Service Responsibilities

• Provide friendly and empathetic customer support through email, chat, and phone.
• Use Gorgias to manage and accurately document customer interactions.
• Assist customers with placing and tracking orders, order changes, cancellations, refunds, delivery concerns, and other order-related questions.
• Research and resolve customer issues using Shopify, ShipStation, and other internal systems.
• Provide accurate product information and guidance related to small-pet care, including rabbits, guinea pigs, chinchillas, and other small animals.
• Coordinate with internal departments to resolve customer concerns involving orders, inventory, and shipping.
• Communicate recurring customer concerns and feedback to the appropriate team members.
• Maintain a positive and professional customer experience while managing multiple inquiries.

Administrative and Team Support

• Use Monday.com, Microsoft Teams, and other internal tools to communicate with team members, track tasks, and collaborate on projects.
• Assist with miscellaneous administrative tasks, spreadsheets, documentation, and data entry as business needs arise.
• Help maintain accurate customer records and internal documentation.
• Participate in team meetings, training, and ongoing process improvements.
• Remain flexible and willing to assist with additional customer service and administrative responsibilities as needed.

Requirements

• Must reside in Kentucky and be able to work remotely.
• Minimum of one year of customer service experience, preferably in an e-commerce or online retail environment.
• Strong written and verbal communication skills with a friendly, professional demeanor.
• Proficiency with Microsoft Office, including Excel, Word, Outlook, and Teams.
• Previous experience with Gorgias, Shopify, ShipStation, or Monday.com is preferred but not required.
• Personal or professional experience caring for rabbits, guinea pigs, chinchillas, chickens, birds, or other small animals is a significant plus.
• Strong organizational skills and the ability to manage multiple priorities accurately.
• Comfortable learning new software, troubleshooting customer concerns, and working across multiple systems.
• Ability to work independently, stay focused, and manage time effectively in a remote environment.
• Consistent attendance, punctuality, reliability, and a collaborative attitude.
• Availability to work the scheduled weekday hours and rotating Saturdays.
• Reliable internet access and a quiet, professional workspace suitable for phone-based customer support.

Benefits

• Paid time off (PTO)

Pay: From $18.00 per hour

Expected hours: 30.0 per week

Benefits:

• Paid time off

Application Question(s):

• What is motivating your search for a new opportunity, and what are you looking for in your next role?
• Please briefly describe your customer service experience and any personal or professional experie…