Customer Service Specialist

Role Overview

Zoetis Reference Laboratories is a new national veterinary clinical diagnostic laboratory network that is focused on revolutionizing the reference laboratory space for companion animals. This position is for a Customer Service Specialist (CSS) who will positively influence and delight customers in all interactions with the company and play an integral role in delivering exceptional service.

• Deliver first‑line customer support and provide a personalized customer experience that allows customers to accomplish their goals.
• Manage multiple tasks simultaneously in a fast‑paced, high‑volume environment with minimal supervision while maintaining high attention to detail.
• Provide superior customer service and remain solution‑driven with all customers.
• Answer approximately 80‑120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests.
• Execute outbound calls as needed.
• Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS.
• Address customer billing inquiries and payment requests.
• Facilitate customer disputes by initiating credits and debits.
• Educate customers on Zoetis service and program offerings and follow up with additional information when necessary.
• Collaborate with internal teams for additional support and ensure appropriate information is provided or communicated to exceed expectations.
• Maintain working knowledge of Zoetis test menus.
• Participate in ongoing training and departmental meetings to maintain strong knowledge of tests, programs, policies and procedures.
• Document customer interactions according to standard procedures to support a consistent, high‑quality experience.
• Utilize the Five9 phone system with ease and efficiency.
• Consistently achieve departmental performance requirements.
• Maintain compliance with all Zoetis standards, controls, policies and practices.
• Perform other duties as assigned by Customer Service Management Team.

• Associate or Bachelor’s degree highly preferred; high school diploma required.
• Minimum 1 year of experience in a customer service‑related field.
• Experience in the veterinary field, including an understanding of veterinary diagnostic testing, preferred.
• Knowledge of SAP, Salesforce, and/or LIS preferred.

• Proficient in Microsoft Office suite and web‑based applications.
• Positive, outgoing “Delight the Customer” attitude in all interactions.
• Ability to work both independently and in a team environment.
• Adaptability and flexibility in various situations.
• Strong work ethic and willingness to go the extra mile to deliver quality work.
• Excellent written and oral communication skills, especially over the telephone.
• Exceptional time‑management skills; ability to multitask and prioritize work.
• Effective problem‑solving and analytical skills.

• Flexible schedule with availability nights and Saturdays.
• Ability to respond to the demands of a national 6‑day‑a‑week business.
• Required hours: 8:00AM – 8:30PM EST Monday‑Friday and 9:00AM – 5:30PM EST Saturday.

The U.S. base salary range for this full‑time position is $17.80 – $23.70 per hour. Salary determination is based on role, level, location and individual factors such as work experience and education. In addition to competitive compensation, Zoetis offers a comprehensive benefits package that begins on day one, including healthcare and insurance benefits, a 401(k) plan with match and profit‑sharing contributions, and four weeks of vacation.

Zoetis is committed to equal opportunity in employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status, or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system and are offered reasonable accommodations as an alternative if requested.

For any accommodation request, please contact Zoetis Colleague Services at zoeti