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Customer Experience Sales Associate

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.


As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.


Come join the Ollie Canine Care team!


Our customers want the best for their dogs, and we share that passion. We’re looking for an experienced Customer Experience Sales Associate to join our Canine Care Customer Experience team—a small, dedicated group that ensures every dog (and their parent) has the best possible experience. We make sure that, from box to bowl, all our dogs (and their parents) have the best experience possible.


At Ollie, dogs are at the heart of everything we do. Our love for them drives us to be our best, whether we're raising the bar on our products, customer service, or teamwork. As a team, we set new standards and strive to continually improve in everything we do.


We also believe in being courageous and kind—creating an inclusive space where diverse perspectives help us grow stronger and work better together. And we want every moment at Ollie to be a chapter you’ll cherish, with a team that celebrates successes, learns from challenges, and enjoys the journey.


The Customer Experience Sales Associate will report to the Customer Experience Shift Manager, Sales. This is a remote position, in the Nashville, TN, or Salt Lake City, UT areas ONLY.


What You'll Do:
  • Represent the Ollie brand voice to our current and prospective customers.
  • Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents.
  • Take inbound calls, emails, SMS, etc. from prospective customers and influence them to purchase an Ollie subscription.
  • Manage customer relationships across multiple channels, including emails, phones, our order management system, and more!
  • Accurately track and monitor customer feedback and interactions.
  • Meet or exceed individual and team sales goals and performance metrics.
  • Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
  • Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond!


Who You Are:
  • Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
  • Love the sale.  You know how to guide a conversation toward a close and secure a sale, and you handle rejection and customer objections with tact, turning potential “no’s” into opportunities.
  • Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions.
  • Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules. 
  • Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you. 
  • Fun. You don’t mind occasional sloppy dog kisses and love sharing memes.


Bonus Points If:
  • You have previous experience in sales, customer service, or a call center environment. And if you have all three, that’s even better!
  • You have a bachelor’s Degree from an accredited four-year college or university.
  • You have experience in customer-centric roles (retail, food service, etc.).
  • You have experience with pets or health-foods preferred.
  • You have experience with Gladly or a similar platform a plus.
  • You are interested in working in a pet-friendly, fast-moving environment.


What You'll Get:
  • Competitive hourly salary, sales commission structure, and a stake in the company
  • Sponsored 401k program with employer match up to 4%
  • Comprehensive health coverage including medical, dental and vision
  • Paid parental leave
  • 1-week paw-ternity leave for new dog parents
  • Ollie subscription for one dog
  • Inspiring pack members!


What We Value:


Keeping Dogs At The Heart

Our profound love for dogs unites us and drives and inspires every aspect of our business. We

wholeheartedly believe dogs make us better in life and at work.


Being Courageous And Kind

We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at

the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and

different ideas and ways of working together.


Setting New Standards

We believe in continually raising the bar, never settling for less than our best as a team and individuals. We

keep improving from the quality of our products to our customer experience to how we work.


Making Ollie The Best Chapter

We are building an impactful business while making memorable experiences with one another. We celebrate

our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a

milestone in our careers.




If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.


Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.

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CEO of Ollie
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What You Should Know About Customer Experience Sales Associate, Ollie

At Ollie, our mission is to enhance the lives of pets and their parents across the nation, and we're eager to expand our team with a Customer Experience Sales Associate. As an integral part of our passionate Canine Care Customer Experience team, you'll represent the friendly voice of Ollie to our current and prospective customers. Your role will be all about creating a memorable experience that fosters long-term relationships between our pet parents and their beloved pups. You'll manage inbound inquiries via calls, emails, and SMS, skillfully guiding conversations to encourage subscriptions to our premium, human-grade pet food tailored to meet each dog’s unique needs. We pride ourselves on our inclusive culture where your creativity is welcomed; you might find opportunities to lead initiatives that enhance our customer experience beyond just sales. With Ollie, every interaction is taken seriously, yet we believe in having fun along the way—think of the occasional dog kiss or a shared meme! If you have a knack for sales, a deep love for dogs, and thrive in a remote working environment, particularly if you're located near Nashville, TN, or Salt Lake City, UT, we want to hear from you. Join us at Ollie, where dogs are at the center of everything we do, and let's raise the bar together for pawsitive pet care!

Frequently Asked Questions (FAQs) for Customer Experience Sales Associate Role at Ollie
What does a Customer Experience Sales Associate do at Ollie?

As a Customer Experience Sales Associate at Ollie, you will be responsible for representing our brand voice and ensuring that both dogs and their parents have the best possible experience. Your daily activities will include handling inbound communication through various channels, crafting meaningful conversations that lead to Ollie subscriptions, and providing excellent customer support. You will also gather and track customer feedback to enhance our services continually.

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What qualifications are required for the Customer Experience Sales Associate role at Ollie?

To be a successful Customer Experience Sales Associate at Ollie, applicants should have experience in sales or customer service, preferably in environments like retail or call centers. While a bachelor’s degree is a plus, it's the passion for dogs, patience in communication, and problem-solving skills that truly matter. Familiarity with platforms like Gladly would also be an advantage.

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How does Ollie ensure a positive work culture for Customer Experience Sales Associates?

Ollie takes pride in creating an inclusive and supportive culture for all employees, including Customer Experience Sales Associates. We believe in kindness and courage, fostering an environment where team members can share diverse perspectives, celebrate wins, and learn together. You will find significant support from leadership and peers to help you grow within the organization.

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What are the sales goals for the Customer Experience Sales Associate at Ollie?

As a Customer Experience Sales Associate at Ollie, you will be expected to meet or exceed both individual and team performance metrics. This includes driving conversations that lead to subscriptions and maintaining high levels of customer satisfaction. Meeting these goals is key to supporting Ollie's vision of outstanding customer experiences and contributes directly to the overall mission of enhancing pets' lives.

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What benefits can a Customer Experience Sales Associate expect at Ollie?

Ollie offers an attractive compensation package for Customer Experience Sales Associates, which includes a competitive hourly wage, sales commission, and a stake in the company. Additional benefits include a sponsored 401k plan with employer match, comprehensive health coverage, paid parental leave, and even a unique 'paw-ternity' leave for new dog parents!

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Common Interview Questions for Customer Experience Sales Associate
Can you describe a time when you turned a customer objection into a sale as a Customer Experience Sales Associate?

In responding to this question, consider sharing a specific instance where you addressed a customer's concern through empathetic listening and effective problem-solving. Highlight how you were able to guide them towards a positive resolution that resulted in a sale, reinforcing your ability to understand customer needs and provide tailored solutions.

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What qualities do you believe are essential for a successful Customer Experience Sales Associate?

Focus on skills such as empathy, strong communication, and adaptability in your answer. Elaborate on how these qualities contribute to building lasting customer relationships and ensuring a positive customer journey, emphasizing your passion for dogs and their well-being as a motivating factor in your work.

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How do you prioritize tasks when dealing with multiple customer inquiries?

Outline your approach to managing multiple priorities, such as utilizing a CRM tool or setting specific time blocks to handle different inquiries. Stress methods for maintaining organized workflows while ensuring excellent customer service, reflecting your proactive mindset.

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What strategies would you employ to enhance customer satisfaction in your role?

Discuss the importance of active listening, regular follow-ups, and seeking feedback from customers to understand their experience better. You can also mention any innovative ideas you might offer to improve the customer journey based on insights you've gathered.

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Describe your experience with sales metrics and how you have met targets in the past.

Provide examples of key performance indicators from previous sales roles that you have managed, such as conversion rates or customer acquisition costs. Mention specific strategies you employed to meet or exceed these goals, demonstrating your results-driven mindset.

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How do you stay motivated during particularly challenging customer interactions?

Share your personal techniques for maintaining positivity, such as focusing on the potential for learning and growth or utilizing team support during stressful interactions. Highlight how this attitude ultimately benefits both you and the customer.

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What do you know about Ollie's mission and how does it reflect in your work?

Express your understanding of Ollie's commitment to improving the lives of pets and their parents. Discuss how this mission resonates with you personally and how you would embody this dedication in your role as a Customer Experience Sales Associate.

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How do you handle negative feedback from customers?

Demonstrate your ability to approach negative feedback constructively, explaining that you view it as an opportunity for growth. Detail how you would strive to address the customer's concerns effectively and improve processes or communication based on that feedback.

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What techniques do you use to keep conversations with customers engaging?

Discuss the importance of building rapport with customers through genuine interaction, asking open-ended questions, and making the experience enjoyable. Illustrate this with a brief anecdote where your conversational style led to improved customer relationships.

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How do you ensure you are up to date with product knowledge at Ollie?

Mention your commitment to continuous learning, whether through team meetings, product training sessions, or independent research. Explain how staying informed allows you to provide accurate information and effectively support customer inquiries.

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At Ollie, we love dogs and the people who love them. It’s this passion that defines Ollie as an innovative pet wellness brand. Our goal is simple: to provide a healthier, easier way to care for our dogs and in turn help them live as long as canine...

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DATE POSTED
March 13, 2025

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