Post Date: 02/07/2019
Close Date: 03/07/2019
Veterinary Call Center Representative
Customer Service/Call Center
Portland, OR, USA
The Veterinary Call Center Representative is responsible for answering questions and providing accurate information regarding our nutrition products to retail clients. In addition to general customer service duties, the Veterinary Call Center Representative position is responsible for helping the consumer understand Web operations in order to streamline reorder needs, etc. The individual will need to be proficient with how to triage and escalate calls. They will also resolve customer billing or shipment issues while participating in special projects as needed.
Provide first level information and order entry accurately
Update customer records with pertinent information pets, nutrition orders, address and critical shipping information
Provide problem resolution on billing or shipment issues
Troubleshoot basic web order issues and clarify process for easy web reorders and auto-shipment
Present unresolved issues to next level of contact
Work with management and related departments to resolve order status, shipping dates, prices, product availability and back orders
Communicate with customer verbally and electronically
Other duties as assigned
ORGANIZATIONAL RESPONSIBILITY STATEMENT
In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource’s Core Value Principles: Do the right thing every time; Treat others the way you want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles.
Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures
Strong organizational and time management skills with ability to work independently.
Excellent writing skills with great attention to detail
Must be team-oriented and work well with others
Excellent customer service skills with ability to effectively diffuse and resolve customer complaints
Experienced using email, instant message, Microsoft Excel, and Microsoft Word
Self- motivated with a strong desire to learn new products and technologies
Ability to work in a fast-paced, rapidly changing environment
Good computer skills are required; including the ability to learn how to navigate unfamiliar systems or programs quickly
Ability to use multiple computer programs at once
Attention to detail and accurate data entry in a fast-paced environment
Work well both individually and in teams
Build and maintain positive customer relations
Responsible for proper telephone and email etiquette
Ability to receive constructive feedback in a professional manner
Minimum 1-year Customer Service experience
Bi-lingual preferred, but not required
Veterinary experience a plus
High School diploma or G.E.D.
Call center environment
Ability to work at a computer for long periods of time
Environment where dogs are present
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k).
VetSource is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.