Overview
Veterinary Customer Support Representative (10:30am - 7pm) is responsible for providing incoming call center support for consumer and veterinary customers.
Responsibilities
* Answer inbound calls and categorize each call.
* Respond to all inbound emails, chats, and social media on all platforms for the company.
* Promote the monthly specials, and the Clinic Staff program, on all inbound calls with clinics.
* Upsell and promote new products on all inbound calls.
* Escalate calls as necessary to the Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
* Process customer orders.
* Set up new accounts in SAP (obtain required license vet professional or consumer professional).
* Process premium requests in Imagic.
* Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
* Possess and retain knowledge of veterinary and consumer product lines.
* Maintain knowledge of current product information, pricing and special programs.
* Complete all assigned training within the specified timeframe.
* Monitor the company website and report any issues identified to Team Leader.
* Process returns authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures.
* Process and document information for the initiation of Suspected Adverse Events and Customer Complaints; understand all Standard Operating Procedures.
* Respond to "After Hours" messages by returning calls within the same day to answer questions or place orders.
* Process Nutramax store and Vet EZ store orders as assigned.
* Manage special program requests as assigned (IAADP, Guiding Eyes for the Blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
* Complete all projects assigned by the specified date.
* Be willing to cross-train as needed to assist with department productivity.
* Communicate effectively with other departments and work well in a team environment.
* Regular attendance is required.
Qualifications
* Minimum Education: High school diploma or GED.
* Experience: Two years in a professional customer service call center environment; outbound call experience is a plus.
* Skills: Exceptional telephone and written/oral communication skills; strong attention to detail and organizational ability; ability to multi-task; strong interpersonal skills; teamwork.
* Technical: MS Office Suite proficiency.
* Other: Must possess and retain knowledge of veterinary and consumer product lines, current product information, pricing and special programs.
Education and Experience
* H.S. diploma or equivalent
Employment type
* Full-time
Job function
* Customer Service
Industries
* Manufacturing and Veterinary Services
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