Care Specialist

Jobtailor; Deutschland; Remote; EUR 36.000 - 51.000; Vollzeit

Zusammenfassung

Mixlab is seeking a customer service specialist with a passion for pets to support our veterinary clients. You will handle calls, texts, and emails about billing, deliveries, and prescriptions, delivering friendly, accurate help to ensure patient care stays on track.

You will coordinate with veterinarians, pharmacists, and couriers, build loyalty, and learn medication details to resolve questions quickly while maintaining compliance and compassionate communication.

Qualifikationen

• Bachelor's degree or high school diploma (or equivalent) with relevant experience.
• 2-3 years in a customer-centric role such as a Customer Service Representative.
• Experience in veterinary care or medical field preferred or strong interest.
• Ability to learn medication information and escalate to a pharmacist when needed.
• Familiarity with medication formulations, controlled substances, and relevant laws.

Aufgaben

• Answer calls, texts, and emails about billing, delivery, and general questions to meet customer needs.
• Call customers about medications, refills, and status of orders to ensure timely delivery.
• Inform customers of policies and assist with new customer considerations by phone.
• Coordinate with veterinarians and Mixlab pharmacists to obtain prescriptions promptly.
• Work with logistics to schedule deliveries and communicate with couriers and pharmacy staff.

Kenntnisse

Customer service experience

Excellent communication skills

Empathy

Problem solving under pressure

Attention to detail

Team collaboration

Adaptability

Calm under pressure

Ausbildung

Bachelor's degree or high school diploma (or equivalent)

Tools

Online systems

Delivery scheduling software

Prescription creation software

Payment processing platforms

Jobbeschreibung

• Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude:
• Quickly and efficiently handle communication with customers by answering phone calls, text messages, and emails regarding billing, delivery, and general questions to ensure that all of customer needs are met and problems are resolved
• Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication
• Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching
• Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner:
• Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders
• Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns
• Follow Mixlab company workflow and processes to ensure smooth daily operations:
• Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping
• Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients
• Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc.
• Create prescriptions and online orders responsibly and correctly with extreme attention to detail
• Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference
• Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order
• Work together with your team members to ensure all orders are placed and all needs are met on a daily basis.

Requirements

• You have a Bachelor’s Degree or High School Diploma (or equivalent) with relevant experience
• You have 2-3 years of experience in customer-centric role, such as a Customer Service Representative
• You have experience working in veterinary care or the medical field, or a strong interest in working in the field.
• You have the ability to learn basic medication and administration information and be able to help resolve customer issues but knowing when a question needs to be escalated to a pharmacist for assistance
• You have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and New York State Food & Drug Administration laws.
• You solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients.
• You have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure
• You have the ability to empathize during difficult conversations and prioritize pet parents needs
• You have excellent communication skills - both written & verbal
• You have the ability to learn and adapt to changing software and platforms
• You have flexibility to work nights, weekends, and holidays
• MUST LOVE PETS and their people!

Core Competencies

Demonstrates strong customer service skills with the ability to communicate effectively with clients and veterinary professionals. Possesses knowledge of medication formulations and the ability to handle customer inquiries while ensuring compliance with relevant regulations.

Highest-signal resume keywords

• Customer Service Experience
• Veterinary Care Knowledge
• Excellent Communication Skills
• Problem Solving Under Pressure
• Attention to Detail

Hard Skills

• Medication Knowledge
• Order Processing
• Prescription Creation
• Payment Processing
• Compounding Knowledge

Soft Skills

• Empathy
• Calm Under Pressure
• Team Collaboration
• Adaptability
• Positive Attitude

Industry Keywords

• Veterinary Care
• Customer-Centric Role
• New York State Food & Drug Administration Laws
• Controlled Substances
• Hazardous Products

Tools & Technologies

• Online Systems
• Communication Platforms
• Delivery Scheduling Software