Customer Support Specialist - RL

Job Purpose / Overview

The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy. This position requires a professional with strong relationship building and communication skills. The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.

• Provide superior customer service and remain solution driven with all customers and/or customer concerns.
• Provide phone coverage within the queue.
• Handle customer issues as needed to ensure quality customer service.
• Effectively use multiple software systems to service accounts, including CRM, ERP, and Microsoft Suite.
• Demonstrate proficiency in all products and serve as a knowledgeable resource across product categories.
• Investigate customer issues and find appropriate solutions.
• Take incoming calls and place orders for supplies or consumables, or handle inquiries as requested.
• Manage appropriate distributor relationships and other partnerships.
• Update data in  and set up new accounts.
• Communicate potential sales opportunities via leads to appropriate teams.
• Perform other duties as assigned.

High school diploma required. Associate’s degree in business or a veterinary-related field, or equivalent related experience preferred. Minimum of 2 years’ experience in a call center environment preferred. Working knowledge of veterinarian, medical IT, and/or clinical diagnostic environment preferred.

• Excellent customer service skills including patience, active listening, and the ability to provide a positive experience with all interactions.
• Strong organizational skills and attention to detail.
• Demonstrated ability to approach problems and find appropriate solutions.
• Ability to work effectively in a team environment.
• Ability to adapt and be flexible in a variety of situations.
• Displays strong oral and written communication, especially over the telephone, with both internal and external customers.
• Accurate and efficient data entry skills.
• Intermediate ability with Microsoft Office Suite, Internet Software, and e‑mail required.
• Intermediate ability with  or similar CRM preferred.
• Ability to maintain quality assurance metrics for the queue as determined by Customer Support Leadership and the Support Enablement Team.

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.

The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds. The associate will primarily work in a typical office environment. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, video conferencing and the Internet.

The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.

Shift: Saturday shift with some holidays, 5:00am‑1:30pm PST. Target pay: $21.00‑$25.00 per hour. Pay decisions are determined using factors such as relevant job‑related skills, experience, education, training and budget.

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts / Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition / Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.