Customer Support Specialist

Role Overview

• The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support.
• They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy.
• Provides superior customer service and remains solution driven with all customers and/or customer concerns.
• Provide phone coverage within the queue.
• Handles customer issues, as needed, to ensure quality customer service.
• Effectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite.
• Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
• Investigates customer issues and finds appropriate solutions.
• Takes incoming calls and places orders for supplies or consumables, or handles inquiries as requested.
• Manages appropriate distributor relationships and other partnerships.
• Updates data in Salesforce.com and sets up new accounts.
• Communicates potential sales opportunities via leads to appropriate teams.
• Other duties as assigned.

Requirements

• High school diploma required
• Associates degree in business or veterinary related field, or equivalent related experience preferred
• Minimum of 2 years’ experience in call center environment is preferred
• Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred
• Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions
• Strong organizational skills and attention to detail
• Demonstrated ability to approach problems and find appropriate solutions
• Ability to work effectively in a team environment
• Ability to adapt and be flexible in a variety of situations
• Displays strong oral and written communication, especially over the telephone, with both internally and externally customers
• Accurate and efficient data entry skills
• Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required
• Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred

Tech Stack

• ERP
• SFDC

Benefits

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts