Customer Care Specialist

Job Title: Customer Support Agent – Remote (Work with Dogs & Pet Tech!) Location: Fully remote – work from home anywhere in NC, VA, CA, or NV. Schedule: Full-time, 40 hours per week, Sunday-Thursday, 11:00 am–8:00 pm EST Hours of Operation: 7 days a week from 9:00 am–8:00 pm EST Start Date: Mid to Late October 2025 Communication Channels: Incoming customer phone calls, video calls, chats, and emails. Compensation: $17–21 per hour, based on experience and education Company Website: www.halocollar.com About Our Client: This is more than just a role, it’s a chance to make dogs’ lives safer and happier using innovative technology. Halo Collar develops smart pet-safety tools, including a GPS-enabled collar that combines tracking, virtual fencing, training feedback, and activity monitoring. These products provide dogs and their owners with safety, communication, and freedom. While you will be employed directly by Halo Collar, CustomerHD is managing the hiring process. About the Job: Do you enjoy problem-solving, helping others, and talking about dogs? This position is perfect if you like combining technical support with assisting pet parents. As a Tier 1 Live Customer Support Agent, you play a vital role on the Halo Collar customer service team. You are the first point of contact for customers, helping ensure a consistent, efficient, and positive experience. We are looking for candidates who are passionate about dogs or pets. What You Will Do: Department Functions: Be part of a strong network that supports customers and their needs every day. Resolve complex technical issues for customers. Serve as the face and voice of the company, delivering a welcoming, positive, and empathetic experience. De-escalate upset customers while finding solutions to their issues. Provide excellent service to encourage positive surveys and reviews. Primary Responsibilities: Respond to incoming phone and video calls, chats, and emails. Take detailed notes and document customer interactions. Troubleshoot technical issues with the Halo Collar, Halo App, smartphones, and Bluetooth, LTE, & Wi-Fi connectivity. Assist with identifying and tracking customer trends. Coaching & Development: Participate in weekly quality assurance reviews to support your career growth. Bi-weekly one-on-one meetings to provide a direct line of support for your development. Priority is given to promotion from within, offering multiple growth opportunities. Operational Support: Maintain open communication with leadership to ensure trends and customer issues are escalated appropriately. Adapt across different support channels to ensure customers receive assistance where they need it most. Job Requirements Pet Lover: Seriously, it helps! Work Availability: Sunday–Thursday | 11:00 a.m.–8:00 p.m. EST Work From Home Requirements: Internet with download speeds of 25 Mbps or higher and upload speeds of 5 Mbps or higher Quiet, distraction-free workspace Dedicated work area with no other people present Minimal background noise Experience: 3+ years of customer service experience Retail/front-of-house experience preferred Technical Skills: Comfortable using Windows desktops Familiar with Google Workspace or Microsoft Office Ability to use Google Chrome and Zoom desktop apps Excellent typing and multitasking skills; able to work on two screens simultaneously Customer Service Soft Skills: Friendly, approachable, and conversational Able to escalate difficult situations effectively Empathetic and reassuring Education: High school diploma or equivalent Benefits & Perks: Fun, supportive remote culture that loves dogs Work equipment provided Paid holidays, sick time, and vacation Medical, dental, vision coverage 401(k) plan Job Type: Full-time Pay: $17.00 - $21.00 per hour Expected hours: 40 per week Benefits: 401(k) Dental insurance Health insurance Paid time off Work Location: Remote