Seasonal Customer Care Rep (w/ Potential to Work Remotely)

When most people say “work hard, play hard,” they don’t mean at the same time. But we’re not most people. We’re a little more awesome than that, and we’re willing to bet that you are too.

About the job:

Our team is maniacally focused on powering healthy horses and happy riders. The Seasonal Customer Care Representative role is an exciting position within SmartPak’s call center, either in our Plymouth, MA office, or as a remote employee. We are looking for some awesome horse people to join our team to help our customers by bringing in their own equine experience in our busy holiday season.

This position is seasonal, and runs October through February 2020. There may be potential to transition to full-time.


  • Initial systems training and phone onboarding – estimated 6 weeks – Monday through Friday, 8:30 AM – 5:30 PM EST
  • Regular schedule will be finalized in training period, and will require both evenings and weekends

The role includes the opportunity to communicate with our customers in a variety of different ways on a daily basis:

  • Talking with SmartPak customers over the phone, partnering with them to make recommendations and provide creative solutions
  • Promoting brand loyalty by providing solutions to SmartPak customers for their equestrian needs
  • Increasing sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating an expertise in our current product assortment
  • Cultivating relationships with our customers by providing exemplary customer service
  • Driving brand-building initiatives through the execution of marketing programs and promotions
  • Provide accurate account management and follow-up based on customer needs

How you’ll do it (skills):

  • Develop knowledge and skills in the following areas
  • Giving exemplary and seriously playful customer service
  • Consultative selling
  • Selling SmartPaks and subscription-based programs
  • Understanding internal tools and systems
  • Equine and canine health and nutrition
  • Honing your SmartPak voice
  • Responsible for own professional development and growth with assistance from team leader
  • Maintain a good standing in Attendance Policy
  • Other duties as assigned

We get you because we are you; here’s why:

  • Full time seasonal role
  • Continuous learning opportunities available for personal professional growth

How you’ve done it before (experience + qualifications):

  • 5+ years of hands on equine experience
  • Focus and passion for helping customers and their horses
  • Sophisticated verbal and written communication skills
  • Technologically savvy with working knowledge of Microsoft Office, including Word, Excel, and Outlook
  • Aptitude to quickly learn and confidently navigate new computer systems
  • Ability to offer creative and out-of-the-box solutions
  • Proficient time management and organizational skills
  • Confident, risk-taker with a great sense of humor
  • Exhibits sales aptitude and willingness to improve upon these skills
  • Comfortable working independently, as well as in a group
  • Ability to stay motivated in a remote environment
  • Customer service experience preferred
  • Telephone and/or retail background are a plus

Remote Technology requirements:

  • Remote position requires access to high-speed internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box; SmartPak will provide a standard 4-foot CAT-6 line. PLEASE NOTE: Though SmartPak does not regulate internet speed, lower internet speed will cause latency.
  • Must own a mobile device that has the capability to download and access the Okta Verify application (free app).
  • Applicant or a member of their household must be personally responsible for the bill received from their internet service provider in the event any IP address modifications are needed


SmartPak is an affiliate of Covetrus. Covetrus is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.