Customer Success Retention Specialist (NutriCanine)

Job Order ID:8163
Employment Type:Yearly Salary
Salary:$37440-47440/Yr
Web Publication Date:2/4/2025 12:00:00 AM
Number of Positions:1
Job Location:Richmond Hill (Hwy 7 and 404)
Brief Description:

Our employer is a pet store looking for an individual with a positive and friendly attitude, strong sales instincts, and excellent communication skills to join their team. The ideal candidate will combine sales expertise with genuine care for customers and their pets, helping to drive business growth while maintaining our commitment to exceptional service.

Job Function:

SALES & RETENTION

  • Conduct proactive outreach to potential customers who have shown interest but haven't placed an order
  • Make outbound calls to cancelled customers to understand their concerns and present solutions to win them back
  • Handle walk-in customers professionally, educating them about our products and completing
  • in-store sales
  • Identify opportunities to upgrade existing customer meal plans and suggest improvements
  • Track and report on conversion and retention metrics
  • Develop and maintain relationships with customers to ensure long-term retention


CUSTOMER SERVICE

  • Provide responsive, solution-focused customer support via phone, email, and in-person
  • Handle customer inquiries and concerns professionally while identifying sales opportunities
  • Document all customer interactions thoroughly in our CRM system
  • Process walk-in sales and manage inventory of retail meal packs
  • Escalate complex issues to Customer Service and Experience Lead when necessary
  • Work collaboratively with the operations team to resolve customer concerns


CONTINUOUS IMPROVEMENT

  • Gather and analyze customer feedback to identify trends and improvement opportunities
  • Contribute to the development of sales scripts and retention strategies
  • Help maintain and update the internal knowledge base and FAQs
  • Suggest and implement process improvements to increase conversion and retention rates
Job Requirement:

  • 1-2 years of experience in inside sales, business development, or customer service with a proven track record of meeting targets
  • Excellent phone presence and comfortable making outbound calls
  • Strong closing skills and ability to overcome objections
  • Experience with or willingness to learn Gorgias, Shopify, Asana, and other platforms
  • Superior verbal and written communication skills in English
  • Proven ability to build rapport quickly and maintain strong customer relationships
  • Sales-oriented mindset balanced with genuine customer care
  • Experience handling in-person customers and processing retail transactions
  • Ability to work independently while maintaining strong team collaboration
  • Knowledge of French is considered an asset
  • Knowledge of or willingness to learn about fresh dog food and pet nutrition
  • Must love dogs and be passionate about pet health and wellness
  • Must abide by and have the responsibility to follow the company's Food Safety / H&S policies and procedures to produce safe, legal, and quality products
  • Must be able to work in person on-site