Job Description

Summary of the Position: The Customer Care & Support Representative is responsible for providing incoming call center support for consumer and veterinary customers.

Roles and 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 Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
• Process customer orders.
• Setting-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 line.
• Must possess and retain knowledge of current product information, pricing and special programs
• Complete all assigned training in the timeframe specified.
• Monitor 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 in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints and have a working knowledge of all Standard Operating Procedures.
• Respond to “After Hours” messages by returning the call within the same day received to answer questions and/or placing orders etc.
• 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 date specified.
• Must be willing to cross train as needed to assist with department productivity.
• Must be able to effectively communicate with other departments and function within a team environment.
• Regular attendance is required

Requirements

Minimum Requirements: This position requires a high school diploma or GED. Candidate must possess two years of experience in a professional customer service call center environment. Possessing outbound call experience is a plus. Candidate must have exceptional telephone skills and written/oral communication skills required. Candidate must have a strong attention to detail with exceptional organization skills. Candidate must be able to multi-task. Strong interpersonal skills and the ability to work well in a team environment required. MS Office Suite proficiency required.

Education and Experience: H.S. diploma or equivalent

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