Customer Service Representative (FT) In-Person
Josh's Frogs, Owosso, Michigan, United States, 48867
Customer Service Representative (Full-Time)
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, solution-oriented individual for the full-time Customer Service Representative position in our Customer Service Department. As a Customer Service team member, you will directly impact customer loyalty and brand reputation by ensuring every customer interaction reflects the Josh’s Frogs standard of care and excellence. Your primary responsibilities will include handling inbound and outbound calls, responding to emails and online chats, resolving customer concerns, and identifying opportunities to improve our products and services.
If you are passionate about helping people, staying calm under pressure, and creating positive outcomes—even in challenging situations—this role is for you. At Josh’s Frogs, our Customer Service team is the voice of the company, and we take pride in delivering world-class support to hobbyists and professionals alike.
Schedule
Full-Time – 40 hours per week (flexible scheduling)
Sunday: 8:00am–4:00pm or 8:00am–5:00pm (WFH; working through lunch or 1-hour lunch depending on shift)
Monday - Thursday: 9:00am–6:00pm
Training Schedule: Monday–Friday 9:00am–6:00pm
Regular Schedule: Sunday–Thursday (Sunday WFH; Monday–Thursday onsite 9:00am–6:00pm)
Travel Required: Voluntary quarterly travel to trade shows
Starting Wage: $16.00/hour
Benefits
Health, dental, and vision insurance (Josh’s Frogs contributes 80% for single and family coverage through Blue Cross Blue Shield)
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 additional options for Roth
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
Job Summary / Objective The Customer Service Representative will handle inbound and outbound calls, respond promptly to emails and online chats, and provide solution-focused support to customers before, during, and after their orders. This role requires consistently maintaining a 95%+ CSat score while staying calm and professional—even with upset customers. The representative will document interactions thoroughly, identify trends or product feedback, and escalade issues when appropriate. Quarterly trade show travel opportunities are available to represent the company.
The Top 3 Issues This Position Will Solve
Resolving customer issues promptly and supporting customers during and after orders
Relaying customer feedback to improve products and services
Answering phone calls, emails, and chats promptly and professionally
Day-to-Day Tasks Include
Handling customer communications via phone (inbound/outbound), email, and chat
Assisting with orders, cancellations, complaints, and service inquiries
Delivering excellent customer service and maintaining a 95%+ CSat score
Recording and tracking customer interactions accurately
Processing refunds, exchanges, and adjustments or escalating concerns as needed
Sharing weekly ticket reviews (one positive, one improvement opportunity) with manager
Participating in meetings (approximately 5% of time)
Assisting with additional duties as assigned
For This Position, You MUST Possess
A readiness and willingness to learn at all times
A commitment to living our 3 Core Values: Integrity, One Team, and Constantly Growing
Excellent written and verbal communication skills
A positive “Josh’s Frogs” attitude
Ability to remain calm and solution-focused in challenging situations
Special Consideration Is Given To
Call center experience
Herpetology experience
Roles & Time Allocation
Customer communications (calls, emails, chats, documentation) – 95%
Meetings – 5%
Scorecard Expectations
CSAT (overall and across all communication channels) – 95%+
Act of appreciation (“Thanxalots”) – Yes
Share one good ticket and one improvement ticket weekly with manager – Yes
Examples of How an Employee Could Exhibit Our Core Values in This Position
Integrity – Telling the truth, admitting mistakes, and taking ownership of customer resolutions.
One Team – Stepping in when short-handed, supporting teammates, and communicating clearly across departments.
Constantly Growing – Seeking feedback, learning new systems or product knowledge, and accepting new responsibilities with enthusiasm.
Herpetoculture is booming, and we're the proof! Josh's Frogs was one of the INC 5000's fastest-growing businesses in 2022, and we're proud of it. What's more impressive is that this is Josh's Frogs' FIFTH year in a row on the INC 5000 List! Only 5% of businesses have made the list five years consecutively. One of our core values isn’t “constantly growing” for nothing; the proof is in the pond. Come join the team and expand alongside one of America’s top-growing companies!
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 hrteam@joshsfrogs.com. Please do not contact our Josh’s Frogs Customer Service team regarding application inquiries.
It is the policy of Josh’s Frogs to provide equal employment opportunity in recruitment, selection, training, compensation, promotion, job transfer, and assignments. These opportunities and other conditions of employment are extended to qualified applicants and employees regardless of an individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity/expression, disability, and/or other protected categories under applicable laws.
It is also the policy of Josh’s Frogs to make reasonable accommodations for qualified persons with disabilities, and to extend employment opportunities to such persons, as well as to special Disabled Veterans, Veterans of the Vietnam era, Recently Separated Veterans, Armed Forces Service Medal Veterans, and other protected veterans. The Vice President of Human Resources is the Equal Employment policy officer for the company.
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We are currently seeking a positive, solution-oriented individual for the full-time Customer Service Representative position in our Customer Service Department. As a Customer Service team member, you will directly impact customer loyalty and brand reputation by ensuring every customer interaction reflects the Josh’s Frogs standard of care and excellence. Your primary responsibilities will include handling inbound and outbound calls, responding to emails and online chats, resolving customer concerns, and identifying opportunities to improve our products and services.
If you are passionate about helping people, staying calm under pressure, and creating positive outcomes—even in challenging situations—this role is for you. At Josh’s Frogs, our Customer Service team is the voice of the company, and we take pride in delivering world-class support to hobbyists and professionals alike.
Schedule
Full-Time – 40 hours per week (flexible scheduling)
Sunday: 8:00am–4:00pm or 8:00am–5:00pm (WFH; working through lunch or 1-hour lunch depending on shift)
Monday - Thursday: 9:00am–6:00pm
Training Schedule: Monday–Friday 9:00am–6:00pm
Regular Schedule: Sunday–Thursday (Sunday WFH; Monday–Thursday onsite 9:00am–6:00pm)
Travel Required: Voluntary quarterly travel to trade shows
Starting Wage: $16.00/hour
Benefits
Health, dental, and vision insurance (Josh’s Frogs contributes 80% for single and family coverage through Blue Cross Blue Shield)
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 additional options for Roth
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
Job Summary / Objective The Customer Service Representative will handle inbound and outbound calls, respond promptly to emails and online chats, and provide solution-focused support to customers before, during, and after their orders. This role requires consistently maintaining a 95%+ CSat score while staying calm and professional—even with upset customers. The representative will document interactions thoroughly, identify trends or product feedback, and escalade issues when appropriate. Quarterly trade show travel opportunities are available to represent the company.
The Top 3 Issues This Position Will Solve
Resolving customer issues promptly and supporting customers during and after orders
Relaying customer feedback to improve products and services
Answering phone calls, emails, and chats promptly and professionally
Day-to-Day Tasks Include
Handling customer communications via phone (inbound/outbound), email, and chat
Assisting with orders, cancellations, complaints, and service inquiries
Delivering excellent customer service and maintaining a 95%+ CSat score
Recording and tracking customer interactions accurately
Processing refunds, exchanges, and adjustments or escalating concerns as needed
Sharing weekly ticket reviews (one positive, one improvement opportunity) with manager
Participating in meetings (approximately 5% of time)
Assisting with additional duties as assigned
For This Position, You MUST Possess
A readiness and willingness to learn at all times
A commitment to living our 3 Core Values: Integrity, One Team, and Constantly Growing
Excellent written and verbal communication skills
A positive “Josh’s Frogs” attitude
Ability to remain calm and solution-focused in challenging situations
Special Consideration Is Given To
Call center experience
Herpetology experience
Roles & Time Allocation
Customer communications (calls, emails, chats, documentation) – 95%
Meetings – 5%
Scorecard Expectations
CSAT (overall and across all communication channels) – 95%+
Act of appreciation (“Thanxalots”) – Yes
Share one good ticket and one improvement ticket weekly with manager – Yes
Examples of How an Employee Could Exhibit Our Core Values in This Position
Integrity – Telling the truth, admitting mistakes, and taking ownership of customer resolutions.
One Team – Stepping in when short-handed, supporting teammates, and communicating clearly across departments.
Constantly Growing – Seeking feedback, learning new systems or product knowledge, and accepting new responsibilities with enthusiasm.
Herpetoculture is booming, and we're the proof! Josh's Frogs was one of the INC 5000's fastest-growing businesses in 2022, and we're proud of it. What's more impressive is that this is Josh's Frogs' FIFTH year in a row on the INC 5000 List! Only 5% of businesses have made the list five years consecutively. One of our core values isn’t “constantly growing” for nothing; the proof is in the pond. Come join the team and expand alongside one of America’s top-growing companies!
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 hrteam@joshsfrogs.com. Please do not contact our Josh’s Frogs Customer Service team regarding application inquiries.
It is the policy of Josh’s Frogs to provide equal employment opportunity in recruitment, selection, training, compensation, promotion, job transfer, and assignments. These opportunities and other conditions of employment are extended to qualified applicants and employees regardless of an individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity/expression, disability, and/or other protected categories under applicable laws.
It is also the policy of Josh’s Frogs to make reasonable accommodations for qualified persons with disabilities, and to extend employment opportunities to such persons, as well as to special Disabled Veterans, Veterans of the Vietnam era, Recently Separated Veterans, Armed Forces Service Medal Veterans, and other protected veterans. The Vice President of Human Resources is the Equal Employment policy officer for the company.
#J-18808-Ljbffr