Customer Support Consultant, Bilingual

• Handle a variety of inquiries from IDEXX customers
• Answer 50–70 calls daily and provide a customer solution every 5 minutes on average
• Serve as liaison between customers and IDEXX laboratories
• Answer customer questions and resolve issues primarily over the phone
• Provide and clarify laboratory test results
• Coordinate follow-up tests on samples
• Help coordinate pickup and delivery of samples
• Communicate through telephone, voicemail, email, and Microsoft Teams during scheduled business hours

• Proven track record of providing extraordinary customer service over the phone
• Must be able to speak and write both English and French with clarity
• Ability to be on the phone for 8 hours a day in a quiet workspace or office
• Associate’s or Bachelor's degree in a computer-related or scientific discipline, or equivalent combination of education and experience
• Superb listening and communication skills, plus strong interpersonal skills
• Strong computer and technical skills
• Problem-solving, attention to detail, organizational, and multitasking skills
• Ability to learn quickly and apply skills to varied customer interactions
• Ability to thrive in a fast-paced environment
• Goal orientation and strong collaboration skills
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment preferred
• Availability to work 8.5 hours between 10:00 AM and 10:00 PM EST Monday–Friday and Saturdays from 9:00 AM to 5:30 PM EST on a rotating basis
• Reliable and dependable attendance
• Availability by telephone, voicemail, email, and Microsoft Teams during scheduled hours
• High-speed hardwired internet connection with minimum 15 Mbps download and 3 Mbps upload
• Equipment must be maintained appropriately

Demonstrates exceptional customer service skills, effectively communicating in both English and French while managing a high volume of inquiries. Proficient in problem-solving and multitasking within a fast-paced environment, ensuring accurate laboratory test results and customer satisfaction.

• Bilingual Communication (English and French)
• Customer Service Excellence
• Technical Skills
• Problem-Solving
• Organizational Skills

• Customer Service
• Laboratory Test Results
• Technical Skills
• Multitasking
• Attention to Detail
• Problem-Solving
• Computer Skills
• Fast-Paced Environment Adaptability
• Inquiry Handling
• Sample Coordination

• Superb Listening Skills
• Interpersonal Skills
• Goal Orientation
• Collaboration Skills
• Communication Skills

• Veterinary Practice
• Laboratory Setting
• Contact Center Environment
• Customer Inquiries
• Sample Pickup and Delivery

• Microsoft Teams
• Telephone
• Voicemail
• Email
• High-Speed Internet