Veterinary Customer Support Representative

Overview

Veterinary Customer Support Representative (10:30am - 7pm) is responsible for providing incoming call center support for consumer and veterinary customers.

• Answer inbound calls and categorize each call.
• Respond to all inbound emails, chats, and social media on all platforms for the company.
• Promote the monthly specials, and the Clinic Staff program, on all inbound calls with clinics.
• Upsell and promote new products on all inbound calls.
• Escalate calls as necessary to the Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
• Process customer orders.
• Set up new accounts in SAP (obtain required license vet professional or consumer professional).
• Process premium requests in Imagic.
• Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
• Possess and retain knowledge of veterinary and consumer product lines.
• Maintain knowledge of current product information, pricing and special programs.
• Complete all assigned training within the specified timeframe.
• Monitor the company website and report any issues identified to Team Leader.
• Process returns authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures.
• Process and document information for the initiation of Suspected Adverse Events and Customer Complaints; understand all Standard Operating Procedures.
• Respond to "After Hours" messages by returning calls within the same day to answer questions or place orders.
• Process Nutramax store and Vet EZ store orders as assigned.
• Manage special program requests as assigned (IAADP, Guiding Eyes for the Blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
• Complete all projects assigned by the specified date.
• Be willing to cross-train as needed to assist with department productivity.
• Communicate effectively with other departments and work well in a team environment.
• Regular attendance is required.

• Minimum Education:
  
  High school diploma or GED.
• Experience:
  
  Two years in a professional customer service call center environment; outbound call experience is a plus.
• Skills:
  
  Exceptional telephone and written/oral communication skills; strong attention to detail and organizational ability; ability to multi-task; strong interpersonal skills; teamwork.
• Technical: MS Office Suite proficiency.
• Other:
  Must possess and retain knowledge of veterinary and consumer product lines, current product information, pricing and special programs.

• H.S. diploma or equivalent

• Full-time

• Customer Service

• Manufacturing and Veterinary Services