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Chewy Remote Virtual Customer Care Representative

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Job Summary

Progressive Technology, a trusted partner of Chewy, is seeking passionate and dedicated Remote Virtual Customer Care Representatives to join our fast-growing remote team. In this role, you will serve as the voice of Chewy, providing exceptional service to pet parents across the nation. You will handle inquiries, offer support, and resolve issues with empathy and efficiency—ensuring every customer interaction reflects our values of compassion, care, and commitment to excellence.

This is your opportunity to become part of a customer-obsessed organization that values innovation, integrity, and the well-being of both pets and their owners.

Key Responsibilities

  • Deliver outstanding customer service via phone, chat, and email in a remote setting.

  • Resolve product or service problems by clarifying the customers concern, determining the cause, selecting the best solution, and following up to ensure resolution.

  • Maintain a high level of professionalism and empathy with every customer interaction.

  • Utilize multiple systems simultaneously to assist customers and document all communication accurately.

  • Collaborate with internal departments to improve the customer experience and resolve complex issues.

  • Stay updated on Chewy products, promotions, policies, and procedures.

  • Uphold performance metrics such as average handle time, customer satisfaction, and issue resolution rates.

Required Skills and Qualifications

  • High school diploma or equivalent; some college preferred.

  • Exceptional verbal and written communication skills.

  • Strong typing speed (at least 40 WPM) with high accuracy.

  • Proficient with computer systems and ability to navigate multiple applications.

  • A calm, patient, and solutions-oriented approach to problem-solving.

  • Self-motivated with strong organizational and time management skills.

  • A quiet, distraction-free home workspace and reliable high-speed internet.

Experience

  • 1–2 years of customer service experience, preferably in a remote environment.

  • Prior experience in e-commerce, retail, or call centers is highly desirable.

  • Experience using CRM tools (e.g., Salesforce, Zendesk) is a plus.

Working Hours

  • Full-time availability is required.

  • Must be available for a flexible schedule, including evenings, weekends, and holidays.

  • Shifts are assigned between 7:00 AM – 11:00 PM (EST), depending on business needs.

Knowledge, Skills, and Abilities

  • Deep understanding of customer care principles and best practices.

  • Ability to adapt to changing technologies and workflows.

  • High emotional intelligence and an innate desire to help others.

  • Strong attention to detail and a proactive approach to problem-solving.

  • Team-oriented mindset with the ability to work independently.

Benefits

  • Competitive hourly wage and performance-based incentives.

  • Medical, Dental, and Vision Insurance (for eligible employees).

  • 401(k) plan with company match.

  • Paid Time Off and Paid Holidays.

  • Employee discounts on Chewy products.

  • Opportunities for growth, development, and internal mobility.

  • Remote work flexibility with all necessary equipment provided.

Why Join Us

At Progressive Technologys Chewy division, you are not just joining a team—you are becoming part of a family that truly cares. We believe in empowering our employees with the tools and support they need to thrive in a fast-paced, innovative environment. From meaningful work to continuous learning opportunities, your contributions here make a direct impact on the lives of pet parents and their beloved animals.

How to Apply

Ready to launch your remote career with a company that values your skills and passion for customer care?
Apply Now by visiting our official careers page.
Be sure to upload your updated resume and a short cover letter explaining why you are the perfect fit for this role.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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