Tier 1 Call Center Advisor - Retail

2 days ago

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Vetsource

WebsiteLinkedInAll Job Openings

Veterinary Pharmacy • Technology Services • Veterinary Data • Veterinary Client Engagement

501 - 1000 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 Series D on 2018-06

Description

• Provide first-tier customer service support for inbound calls to our call center • Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations • Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued • Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives • Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service • Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information • Help shoppers place web orders, re-orders, and autoships • Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems

Requirements

• High School diploma or G.E.D. • At least 1 year of customer service experience • Veterinary clinic or animal-related call center experience • Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology • Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc. • Ability to multitask efficiently with error-free written work • Ability to diffuse emotional situations on the phone and de-escalate difficult situations • Good verbal communication skills with the ability to communicate professionally, tactfully and empathetically, in a professional, clear, and concise manner • Ability to type accurately and for long periods of time; average typing speed 40 WPM • Consistent and reliable attendance is required • Must be able to work rotating Saturdays • Preferred Experience and Qualifications: Bilingual in Spanish • Remote work experience

Benefits

• Competitive pay and benefits including medical, vision*, dental, and life insurance • Employee Assistance Program • Pet insurance* and Virtual vet care • PTO, Holidays, Floating Holidays, and Volunteer Day • Retirement Savings Plan (401k/ RRSP) with employer matching program • Paid parental leave • Flexible scheduling and remote work where possible • The opportunity to join one of our Associate Resource Groups, and fun company events!