Customer Care Veterinary Technician

Zoetis; Philadelphia (Philadelphia County); On-site; USD 72,000 - 104,000; Full time

Benefits offered by this job

Healthcare benefits from day one

401K plan with match and profit‑share

4 weeks of vacation

Job summary

Zoetis is seeking a Customer Care Veterinary Technician (CCVT) to serve as the first point of contact for customers and handle routine to complex inquiries about Zoetis products.

You will provide empathetic, first-line support across channels, discuss product actions, disease states, and diagnostic interpretations, and ensure accurate data entry and timely follow-up.

Qualifications

• Credentialed veterinary technician (CVT, RVT, etc) in good standing preferred.
• Minimum 5 years clinical experience as a veterinary technician or equivalent customer-facing experience.
• Proficiency in data entry and Microsoft Word, Excel, and Outlook.

Responsibilities

• Answer and resolve inbound companion animal and livestock inquiries via approved channels.
• Explain product mode of action, disease states, diagnoses, treatments, and diagnostics to veterinary staff and owners.
• Maintain accuracy in data entry and PV database use; follow SOPs.
• Educate customers on Zoetis products, services and programs; follow up with additional information when needed.
• Collaborate with internal teams (Operations, Marketing, Sales, Manufacturing) for best customer outcomes.
• Complete required training within specified timeframes to maintain knowledge of products and policies.
• Work rotating shifts Monday–Friday, including some evenings and holidays.

Skills

Vet technician credential

Experience as veterinary technician

Data entry

MS Word

MS Excel

MS Outlook

Communication

Education

Bachelor's degree preferred

Tools

PV database

QA systems

Workforce management system

Job description

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers.

The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.

Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs

• Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines
• Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
• Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)
• Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database
• Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
• ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business
• Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer
• Utilize phone, workforce management and QA systems with ease and efficiency
• Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
• Veterinary Technician Credential (CVT, RVT, etc) in good standing preferred
• Bachelors degree preferred
• 5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment.
• Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook
• Proficiency in data entry applications
• Clear, articulate and grammatically sound speech and professional phone manner
• Passion for providing customers with superior support and service
• Ability to learn, understand and communicate complex information over the telephone
• Strong rapport building skills and active listening skills.
• Ability to display high levels of initiative, effort and commitment to successfully complete projects and assignments
• Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge
• Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues
• Must be able to successfully complete training and meet training expectations to service customers
• Ability to work rotating shifts, Monday through Friday, including some evenings and holidays
• S. base salary range for this full-time position is $72,000 - $104,000. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Full timeRegularColleague Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. com and may also initially connect with candidates through LinkedIn , including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.1) our company website at site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis."In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.