Call Center Customer Service / Data Entry Associate at That Fish Place- That Pet Place – Lancaster, Pennsylvania

Basic Function
The Call Center Customer Service / Data Entry Associate provides friendly, accurate, and knowledgeable support to customers contacting our pet retail call center. This role handles phone and online inquiries, processes customer requests, and performs data entry tasks that ensure smooth operations and exceptional experiences for both people and their pets.

• Reports to the Call Center Supervisor or Customer Service Manager.
• Works closely with Retail, E-Commerce, Livestock, and Purchasing teams.

• Answer inbound calls and messages with a positive, solution-oriented attitude.

• Assist customers with product information, order placement, pet care questions, returns, and general inquiries.

• Provide guidance rooted in safe and responsible pet ownership.
• Document customer interactions accurately within all required systems.
• Maintain a calm, courteous demeanor—even during high call volumes or difficult interactions.

• Enter and update customer information, orders, credits, and service tickets with precision.
• Verify data for correctness and make adjustments as needed to ensure clean, reliable records.
• Process refunds, replacements, or order changes according to company procedures.
• Pull and compile information for internal departments when needed.

• Collaborate with team members and other departments to resolve customer needs efficiently.
• Follow established call center procedures and contribute suggestions for improvement.
• Assist with training or supporting new associates once experienced.
• Demonstrate professionalism, consistency, and reliability in all tasks.

• Strong verbal, written, and customer-service communication skills.
• Knowledge or willingness to learn about pet products, species care, and industry trends.
• Strong typing, data entry accuracy, and attention to detail.
• Ability to navigate computer systems, order platforms, and CRM tools.
• Calm under pressure, adaptable, and solution-focused.
• Commitment to a positive experience for every customer and their pets.

• Ability to remain seated for extended periods while using a computer, phone, and headset.
• Flexibility to work weekends.