Meet Team Member Alicia Charles!


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If you’re a customer, you’ve likely had the pleasure of calling in and speaking with one of our PAWsome New York City-based team members! We’ve had the joy of not only helping our customers choose healthy food for their furbabies – we’ve also become friends with many of our customers! In order to put a face to the voice on the phone, we thought it would be fun to take a few minutes and interview our team members.

Customer Service Team Member Alicia Charles

Meet our very first interviewee, our wonderful customer service team member (and all-around rockstar) Alicia Charles!

How long have you worked at PetFlow?: My one year with PetFlow will be April 5, 2012 – I will never forget that day – hearing I had gotten the job was the best news I had received in a while!

What is your role at PetFlow? I have a few roles with PetFlow. The largest role in (which I was hired for) is as a Customer Service Associate. I make sure customers are getting exactly what they ask for while offering other items they may not be aware we carry such as new toys and treats. I like to have a friendly, personal approach with the customers I have the pleasure interacting with. I don’t want the people I talk to to feel like they are “just another caller” - I want it to feel like they are calling their friend for some help!

In addition to handling customer service, l also spearhead the Rx department. My job is to receive all faxes/emails/calls regarding prescriptions and making sure this information is documented and stored. Finally, I like to just be helpful and available. If we have side projects going on, need help with marketing or have events I’ll dive right in and do whatever is needed.

What is your favorite part of working at PetFlow? I have lots of favorites! I genuinely enjoy working with my bosses and co-workers. When I was hired I was told if we need anything at all Joe and Alex (PetFlow’s founders) always have an open-door policy. I have never found this to be false. On any day, I know that I can walk right into to Joe or Alex’s office and discuss whatever I need to – be it business or personal. Ken is our Director and he does a fabulous job at keeping us in the loop! He’s there for the Customer Service Team day or night. He also exercises the open door policy and I believe that can be one of the most important factors to your happiness and comfort in your work environment.

Alicia's adorable furbabies, Benni and Bella!

Another favorite part of my job are the customers! Don’t get me wrong – we sometimes have customers that call in yelling, but most of the time it’s a simple problem with a quick fix and they are very thankful we all are so helpful and nice. I can’t tell you how many times I have heard “PetFlow has the best customer service I have ever had” or “All of you guys are so great over there”. When I hear this, it makes me so happy to be apart of such a great team of people!

We’re all pet lovers here! What are your pet’s names? Benni is a 5 year old Maltese/Chihuahua Mix weighing in at 5lbs and Bella is a 3 year old Yorkie weighing in at 10lbs. Like most pet owners without kids, they are my spoiled little babies!

What do you feed YOUR pets? I feed Benni and Bella Blue Buffalo Wilderness. Picking the right food for your pet can be stressful and take A LOT of time and research. After reading endless blogs and consulting in people I trusted, I used (we recommend this site to all of our customers) to read more in dept reviews on foods and see detailed ingredient lists. I wound up trying a few different 4 and 5 star brand foods before I picked Blue Buffalo Wilderness. It’s healthy, has no grains and they both LOVE it!

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