Customer Support Specialist, IHD

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, accurately entering orders, and demonstrating strong product knowledge.

• Provide superior customer service and remain solution driven with all customers and/or customer concerns.
• Handle phone coverage within the queue.
• Address customer issues to ensure quality customer service.
• Use multiple software systems to service accounts, including CRM, ERP, and Microsoft Suite.
• Demonstrate proficiency in all products and serve as a knowledgeable resource.
• Investigate customer issues and find appropriate solutions.
• Take incoming calls, place orders for supplies or consumables, and handle inquiries.
• Manage 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 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, patience, ability to listen, and 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.
• Effective teamwork and flexibility in a variety of situations.
• Strong oral and written communication, especially over the telephone, with both internal and external customers.
• Accurate and efficient data entry skills.
• Intermediate proficiency with Microsoft Office Suite, Internet Software, and E‑mail.
• Intermediate proficiency with  or similar CRM preferred.
• Ability to maintain quality assurance metrics for the queue as determined by leadership and the support enablement team.

The role requires manual dexterity, computer keyboard use, sitting for extended periods, standing, walking, reaching, speaking, and occasional lifting up to 15 pounds. The position is primarily in a typical office environment or a remote home office, with moderate noise level, and frequent use of a computer, spreadsheets, data base management, email, video conferencing, and the internet. The work may involve the use of a calculator, fax, copy machine, phone system, projector, PowerPoint, and Microsoft Teams.

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life & Supplemental Life (Company Paid)
• 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.