Virtual Customer Service Associate - 2nd Shift/Overnight Availability
Job Summary Chewy is seeking dedicated and customer-focused Virtual Customer Service Associates to join our overnight and second-shift support team. In this role, you will serve as the voice of Chewy, delivering exceptional customer experiences to pet parents through inbound calls, emails, and chat interactions. You will assist customers with orders, product inquiries, account management, and issue resolution while demonstrating empathy, professionalism, and a genuine passion for pets. This position is ideal for individuals who thrive in a remote environment and are comfortable working evening, overnight, or non-traditional hours.
Key Responsibilities
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Provide outstanding customer support via phone, email, and live chat during 2nd shift and overnight hours
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Assist customers with placing orders, modifying existing orders, tracking shipments, and processing returns or refunds
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Resolve customer issues efficiently while maintaining a positive and empathetic tone
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Accurately document customer interactions and outcomes in internal systems
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Educate customers on Chewy products, services, promotions, and policies
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Collaborate with internal teams to escalate and resolve complex issues when necessary
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Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction
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Maintain compliance with company standards, data privacy, and security guidelines
- Required Skills and Qualifications
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Excellent verbal and written communication skills in English
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Strong customer service orientation with the ability to handle sensitive situations calmly
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Basic computer proficiency, including navigating multiple systems simultaneously
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Reliable high-speed internet connection and a quiet, dedicated home workspace
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Ability to work independently with minimal supervision in a remote setting
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Flexibility to work evening, late-night, overnight, weekends, and holidays as required
- Experience
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Previous customer service, call center, or support experience is preferred but not required
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Experience in remote or virtual customer service environments is an advantage
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Experience in e-commerce, retail, or pet-related industries is a plus
- Working Hours
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Second shift and overnight schedules (typically evenings through early mornings)
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Shifts may include weekends and holidays based on business demand
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Fixed or rotating schedules depending on operational requirements
- Knowledge, Skills, and Abilities
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Ability to multitask effectively in a fast-paced environment
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Strong problem-solving and decision-making skills
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High level of attention to detail and accuracy
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Ability to learn new systems, tools, and processes quickly
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Demonstrated empathy, patience, and emotional intelligence
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Passion for pets and understanding of pet parents needs
- Benefits
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Competitive hourly pay with potential shift differentials for overnight hours
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Comprehensive health, dental, and vision insurance (for eligible employees)
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Paid time off, holidays, and wellness programs
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Employee discounts on Chewy products
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Career development and advancement opportunities
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Supportive remote work culture with ongoing training and coaching
- Why Join Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents everywhere. We foster an inclusive, people-first culture where team members are empowered to grow, make an impact, and deliver exceptional experiences. By joining Chewy as a Virtual Customer Service Associate, you become part of a passionate team that truly cares about pets, customers, and each other—while enjoying the flexibility of working from home.
How to Apply
Interested candidates are encouraged to apply online by submitting their updated resume and completing the virtual application process. Qualified applicants may be contacted for assessments and interviews. Join Chewy and help us continue to deliver happiness to pets and pet parents—anytime, day or night. Apply To this Job