Chewy · 20 hours ago
CS Workforce Specialist I
Louisville, KY
Full-time
Onsite
New Grad, Entry Level
0+ years expChewy, America’s #1 Pet Pharmacy, is seeking a Workforce Specialist I to join their Pharmacy Customer Service team. This entry-level role involves supporting CS Operations through various tasks including real-time performance monitoring and data analysis to ensure efficient service delivery.
RetailE-CommercePet
Responsibilities
Monitor real-time performance for inbound phone, chat, and back-office queues using NICE, Genesys, and homegrown tools
Track schedule alignment, queue volumes, and service level performance; identify variances and call out as needed
Input schedule exceptions into NICE and collaborate with the Scheduler on coverage impacts
Communicate real-time alerts (high volume, underperformance, outages) to operations leaders and recommend immediate actions
Assist with daily performance reporting and documentation of intraday decisions
Participate in huddles with operations and RTA peers to stay aligned on performance goals and intraday strategy
Conduct entry-level data analysis to highlight trends in alignment, volume spikes, or unplanned outages
Support VTO/VET execution and logging in coordination with RTA II and RTA III
Other duties as assigned
Qualification
Required
Bachelor's degree or equivalent experience in customer service, operations, business, or analytics
0–1 year of experience in a contact center or service operations environment
Familiarity with workforce metrics such as SL, AHT, TPH, alignment, and shrinkage
Basic Excel skills (lookups, filtering, data entry); comfortable navigating dashboards
Good communication skills, with the ability to deliver timely, concise updates
Attention to Detail: Accurately track and enter data to support real-time decision-making
Proactive Communication: Share relevant updates and call out performance risks in a timely manner
Team Collaboration: Work closely with RTA peers, operations, and scheduling to align support strategies
Analytical Thinking: Identify performance trends and articulate patterns in queue behavior
Preferred
Exposure to workforce platforms (NICE, Genesys, Oracle, Tableau)
Understanding of multi-channel support operations (phone + back-office)
Interest in workforce analytics, operations strategy, or performance management
Benefits
Competitive benefits and personal and leadership development programs to support your career growth
Employee 20% discount program at Chewy for all your pet needs
Company
Chewy
Chewy is a pet store that offers products, services, supplies, and prescriptions for pet parents and partners with online services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$951MKey Investors
Lone Pine CapitalWells Fargo Capital FinanceBlackRock
2024-09-19Post Ipo Secondary· $500M
2019-06-13IPO
2017-04-18Acquired
Leadership Team
Michael Hyman
Vice President
Soma Bulusu
Vice President, Engineering and IT
Recent News
The Motley Fool
2026-02-08
2026-02-05
The Motley Fool
2026-02-04
Company data provided by crunchbase