About Us:

At Buddy, we are transforming the way communities honour their beloved pets. As a startup committed to providing compassionate and innovative cremation services, we are looking for a dedicated Pet Cremations Customer Care Consultant to join our team. We believe in creating a supportive environment for both our staff and the families we serve, and we offer a unique opportunity to grow with us.

Position Overview:

The Pet Cremations Customer Care Consultant is the first point of contact for pet owners seeking cremation services. This role involves managing sensitive interactions with customers, providing guidance and information on services, processing requests, and ensuring that every customer’s experience is as smooth, empathetic, and professional as possible.

The consultant will also work closely with internal teams to ensure the professional and timely completion of cremation services and memorial products.

Key Responsibilities:

• Provide empathetic and professional assistance to grieving pet owners via phone, email, and live chat.
• Answer inquiries about services, pricing, and the cremation process, offering clear and transparent information.
• Assist customers in selecting memorial products and cremation options, ensuring their specific wishes are met.
• Manage customer concerns, complaints, and requests with sensitivity and efficiency, escalating issues as needed.

• Assist in the scheduling of pet cremation services and pick-up arrangements, ensuring all details are accurately recorded.
• Coordinate with the crematorium team to ensure timely and respectful handling of pet remains.
• Ensure the proper documentation and records are maintained for each pet cremation service.

• Demonstrate emotional intelligence and patience when working with grieving pet owners, providing reassurance and support.
• Listen actively to the needs of customers, offering comfort and guidance during a challenging time.

• Process customer orders for cremation services and memorial products (e.g., urns, paw prints, etc.).
• Maintain accurate records of customer interactions, preferences, and service requests in the CRM system.
• Ensure that all necessary forms and paperwork are completed and filed according to company standards.

• Work closely with colleagues in the operations, logistics, and memorial product departments to ensure smooth service delivery.
• Attend team meetings and training sessions to stay up-to-date with policies, procedures, and new service offerings.

• Customer Support:
• Service Coordination:
• Emotional Support:
• Administrative Duties:
• Team Collaboration:

Qualifications and Experience:

Essential:

• Proven experience in a customer service role, ideally in a compassionate or sensitive service environment (e.g., healthcare, funeral services, veterinary care).
• Strong verbal and written communication skills.
• Empathy and the ability to handle sensitive situations with care, professionalism, and respect.
• Excellent organizational skills, attention to detail, and ability to manage multiple tasks.
• Proficiency in using CRM software and basic office tools (e.g., MS Office, Google Workspace).
• Ability to work independently as well as part of a team in a fast-paced environment.

Desirable:

• Experience in the pet care or pet services industry.
• Understanding of the cremation process or end-of-life services.
• Knowledge of memorial products and the ability to advise customers on appropriate choices.

Personal Attributes:

• Pet Lover: This is all about pets and pet parents and so should be a passion of yours.
• Empathy: Ability to connect with customers on an emotional level, understanding their grief and offering support.
• Patience: Capable of staying calm and collected when handling difficult or emotional situations.
• Detail-Oriented: Meticulous attention to detail when processing orders, documents, and customer preferences.
• Resilience: Able to manage emotionally challenging situations with professionalism and poise.
• Problem-Solving: Quick thinking and proactive in addressing customer concerns or challenges.

Benefits:

• Competitive salary with performance-based incentives.
• Equity earning opportunity – be part of our growth story!
• A supportive and collaborative work environment.
• Opportunities for professional development and career advancement.
• The chance to make a meaningful impact in the community.