Customer Support Consultant - Lab Liaison

Customer Support Consultant

As a Customer Support Consultant on our Lab Liaison team, you will collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and testing issues, providing proactive customer outreach and resolving issues promptly.

(This is a full-time position with excellent day-one benefits.)

IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care where the true strength in our name is the people behind it, including this role. Our reference laboratories make it possible for our customers to discover more with our unrelenting commitment to innovation, personalized support, guidance, and expertise, while providing the most complete and advanced menu of diagnostic tests along with technology and tools.

The focus on enhancing the lives of people and pets, starts with our own employees and empowering them to achieve their goals, focusing on continuous improvement, and supporting the strong collaboration and inclusiveness that exist in our team.

In this role:

• You will provide proactive customer outreach and resolve issues promptly to ensure an optimal customer experience.
• You are preferably experienced in a technical field, veterinary practice, laboratory setting, and/or contact center environment.
• You will collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and lab sample testing issues.
• You are highly motivated, goal-oriented with strong computer and technical skills and an aptitude to learn.
• You will be a master problem solver with fine attention to detail. Superb communication and listening skills are a must in order to be a successful customer support specialist.
• You will maintain strong internal and external customer relationships through professional, clear, and empathetic communication.
• You will support quality management systems and compliance requirements.
• You have the ability to be on the phone/computer for up to 8 hours per day.

What you need to succeed:

• Proficiency in Microsoft Office and other relevant systems, with technical aptitude to learn new tools, lab processes, and diagnostic terminology
• High School diploma or equivalent required;
  Associate or Bachelor's degree preferred
• Strong customer service and interpersonal skills with experience in building and maintaining relationships
• While not required, being fluent in both the French and English languages (verbal, reading, and written) is preferred
• Analytical and problem-solving skills to research and resolve issues effectively, using critical thinking to make sound decisions
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally
• Ability to work collaboratively in a team-oriented environment, including across international teams and diverse cultures
• Commitment to continuous learning and improvement, staying current with evolving processes, tools, and industry standards
• Ability to handle challenging conversations with professionalism and empathy, ensuring customer needs are met throughout the process
• Strong attention to detail and dedication to data accuracy and integrity to support compliance and quality standards
• Ability to meet the physical requirements of the role, i.e. extended periods of sitting and frequent use of phones and computers, occasional lifting of items up to 25 pounds, and visual and auditory acuity for accurate computer work and effective phone communication

What you can expect from us:

• The pay for this position is targeting: $23.25 / hr
• Opportunity for annual cash bonus
• Opportunity for performance based annual merit increase
• Health / dental / vision benefits day one
• 5% matching 401k
• On-the-job training and career advancement opportunities
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and more

Schedule:

• This is a full-time, benefitted position
• The schedule for this position is:
  Monday - Friday
• The hours for this position are: 8:30am-5:00pm
• There will be rotating Saturday shifts (if you are on a…