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Saturday, March 17, 2018

Chewy's New Call Center Opens With 1,000 'Kind' Customer Service Reps

Looking for someone to talk to in the middle of the night. If the topic is cat food, try giving Chewy's new call center a ring.
Looking for someone to talk to in the middle of the night? If the topic is cat food, you could give Chewy.com a ring. Chewy's new call center opened last month in Hollywood, Fla. with 1,000 "kind" people poised to deliver 24/7 customer service, 365 days a year.

Four hundred more customer service reps are in the process of joining the team now.

Even more than selection and price, it's customer service that makes Chewy a different breed of retailer. Customer service reps answer phone calls within two rings and respond to emails within half an hour. The retailer sends handwritten Christmas cards to customers and flowers and sympathy cards to Chewy shoppers who have lost their animal companions.

Not happy with your order? The customer service rep might send you a replacement and tell you to donate the one you already have to a local shelter.

Chewy's New Call Center: Working In A Sea Of Cubicle

The company aims to hire people who are "kind," goal-driven and love to talk and engage customers. They work in a 100,000-square-feet space that, from the pictures, looks like a sea of cubicles.

Chewy's new call center used to be home to a Sears and Woolworth's. If you hear a dog barking in the background when you call, that's because employees are allowed to bring their small animal companions to work.

But The First Idea Was Hardly Chewy

Chewy founders Ryan Cohen and Michael Day met online. Their first venture was a website where they sold jewelry. They were at a trade show when they realized they had no passion for an industry they knew very little about.

But Cohen did have a passion -- his teacup poodle. He's one of those people who thinks of himself as a pet parent, not a pet owner. It occurred to him that there are lots of people like him, and they'll spare no expense to keep their four-legged family members healthy and happy. 

Chew On This 

Cohen and Day started Chewy.com in 2011. Last year, they sold the company to PetSmart for $3.35 billion, the largest e-commerce acquisition in history.

Soon after the acquisition, several cat food manufacturers stopped making their brands available on Chewy.com. But the shoppers just keep coming, maybe because of the customer service from what Chewy calls the Wow Team.

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