Customer Service Agent - Owosso, MI,
1 day ago
Job description
Customer Service Agent (Part-Time)
Location: Owosso, MI
Josh's Frogs is a constantly growing online pet store and industry leader that prides itself on selling only happy, healthy, captive-bred amphibians, reptiles, and pet bugs. We run on EOS. We value integrity and practice open books, where we share our financials with all employees. We believe in working as one team. We expect our employees to be constantly growing, and we value promoting from within.
We are currently seeking a positive and solution-focused individual for the Part-Time Customer Service Agent position in our Customer Service Department. As a Customer Service team member, you directly impact the customer experience by resolving issues promptly, communicating clearly, and ensuring every interaction reflects our core values.
Your primary responsibilities will include handling inbound and outbound calls, responding to emails and online chats, resolving customer concerns, maintaining detailed documentation, and upselling when appropriate. You'll play a critical role in supporting customers during and after their orders while relaying feedback that helps improve our products and services.
If you are passionate about helping people, staying calm under pressure, and representing a fast-growing company in the herpetoculture industry, this could be the perfect opportunity for you.
Position Details
- Part-Time – 24 Hours Per Week
- Pay Rate: $16.00/hour
- Reporting Manager: Arianna
- Department: Customer Service
- Location: Owosso
- Monday–Friday, 9:00 AM – 4:00 PM
- Monday, Tuesday, and Friday - 9:00 AM – 6:00 PM
Benefits Include
- Paid time off (Holiday, Sick, and Vacation, with Sick pay and 24 Holiday hours added upon hire)
- Short-term and long-term disability
- $50,000 life insurance
- Fully vested 401(k) (100% company matching up to 3%, then 50% match up to 6%), with Roth options available
- Free membership to Calm Premium (including up to 5 dependents)
- Generous employee discount on the Josh's Frogs website
- Free breakfast, snacks, and coffee provided at work
- Travel opportunities for expos/shows
- This role focuses on delivering exceptional customer service across phone, email, and chat platforms. The ideal candidate will consistently maintain a 95%+ CSAT score, demonstrate professionalism even with upset customers, and contribute to a positive, team-centered environment. This position requires strong communication skills, attention to detail, and a willingness to learn and grow continuously.
- Resolving customer issues promptly and effectively
- Supporting customers during and after orders
- Answering phone calls and emails quickly while relaying product/service improvement feedback
- Handling inbound and outbound phone calls
- Responding to emails and live chats
- Assisting with orders, cancellations, complaints, and service inquiries
- Processing refunds, exchanges, and adjustments
- Documenting customer interactions accurately
- Escalating issues appropriately when needed
- Maintaining a 95%+ CSAT score
- Sharing one positive and one challenging ticket weekly with the manager for review
- Participating in meetings (approximately 5% of time)
- Traveling quarterly (voluntary) for trade shows
- Excellent written and verbal communication skills
- A positive "Josh's Frogs" attitude
- Ability to stay calm and solution-focused with upset customers
- Willingness to learn at ALL times
- Strong alignment with our 3 Core Values:
- Integrity
- One Team
- Constantly Growing
- Ability to sit for long periods and work across multiple screens
- Strong documentation and organizational skills
- Call center experience
- Herpetology experience
- E-commerce customer service experience
- Experience using systems such as Asana, Intercom, Amazon Seller Central, Walmart Marketplace, PayPal, Braintree, or Paycor
- Office setting
- Temperature may fluctuate
- Sitting for long periods
- Working across multiple computer screens for most of the shift
- Taking calls, emails, and chats while maintaining clear interdepartmental communication – 95%
- Meetings – 5%
- Scorecard Expectations
- Overall CSAT (all communication channels) – 95%+
- Act of Appreciation ("Thanxalots") – Yes
- Weekly ticket review (one good, one challenging) – Yes
- Integrity - Telling the truth, admitting mistakes, and communicating openly with customers and teammates.
- One Team - Stepping in to help when short-handed and supporting coworkers to achieve shared goals.
- Constantly Growing - Actively seeking feedback, learning new systems, and taking on new responsibilities.
Due to the high volume of applicants, our recruiting team is unable to contact every candidate individually. If our team is interested in moving forward with your application, we will reach out via phone or email.
If you have questions, you may contact us through Indeed or email the HR Team at Please do not contact our Josh's Frogs Customer Service team regarding application inquiries.
Josh's Frogs is an equal opportunity employer. Employment opportunities are extended to qualified applicants and employees regardless of race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity/expression, disability, veteran status, or other protected categories under applicable laws.
Josh's Frogs also makes reasonable accommodations for qualified individuals with disabilities and protected veterans.
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