Vet / Pharmaceutical Customer Care Representative

About This Role

This role involves handling complex customer service interactions for vet and pharmaceutical clients, focusing on account inquiries, order management, and complaint resolution to ensure a positive customer experience.

Responsibilities

• Handle service interactions, regardless of type or channel, in a manner that reduces customer effort
• Anticipate customer needs and meet those needs through upselling, cross-selling of products and/or services, including support and direction on use of online account management tool
• Execute needed follow-up through various communication channels such as outbound calls and emails
• Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs
• Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures
• Acquire and maintain understanding of processes, procedures, and the systems used for support
• Document each interaction information on each interaction, so the information can be shared throughout day-to-day work status updates within the team

Requirements

• HS diploma
• Customer experience focus
• Ability to learn and comprehend abstract, complex, and technical information

Qualifications

• HS diploma is required, Bachelor's degree from an accredited institution is preferred

Nice to Have

• Bachelor's degree from an accredited institution
• Animal/Veterinary experience
• Salesforce/SAP experience

Skills

* Required skills

Benefits