Customer Support Specialist

Customer Service Representative Location: City of Industry, CA (On-site) Department: Customer Experience Reports To: Customer Service Manager About Waggz, Inc. Waggz, Inc. is proudly rooted in Los Angeles and has grown into a trusted leader in professional grooming equipment and supplies. Serving over 30,000 grooming salons worldwide, Waggz is dedicated to delivering high-quality products and exceptional service to pet grooming professionals of all sizes. Position Overview We are seeking a Customer Service Representative to join our growing team. This role is the frontline connection between Waggz and our customers, ensuring that every interaction reflects our commitment to quality, reliability, and care. The ideal candidate will be a strong communicator, problem solver, and team player who is passionate about creating positive customer experiences. Key Responsibilities Respond to customer inquiries via phone, email, chat, and social media in a professional and timely manner. Provide product information, order status updates, and troubleshooting support. Process orders, returns, and exchanges accurately within company systems. Resolve customer complaints with empathy and efficiency, escalating issues when necessary. Maintain a thorough knowledge of Waggz products and services to provide informed assistance. Collaborate with sales, logistics, and technical support teams to ensure seamless customer experiences. Document customer interactions and feedback to support continuous improvement. Contribute to the development of FAQs, help guides, and other customer-facing resources. Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred. 1–2 years of customer service experience (e-commerce, retail, or B2B experience is a plus). Strong verbal and written communication skills. Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM systems and Microsoft/Google Suite tools. Problem-solving mindset with patience and empathy. Passion for the pet care or grooming industry is a plus. What We Offer Competitive salary and benefits package. Opportunity to grow within a fast-scaling company. Collaborative and supportive team culture. Discounts on Waggz products. The chance to make an impact by supporting pet grooming professionals worldwide. Job Type: Full-time Pay: $20.00 - $24.00 per hour Expected hours: 40 per week Benefits: Dental insurance Paid time off Vision insurance Ability to Commute: La Puente, CA 91746 (Required) Work Location: In person