Customer Care Veterinary Technician

- Zoetis India Capability Center; United States; In loco; USD 72.000 - 104.000; Tempo pieno

Descrizione del lavoro

The Customer Care Veterinary Technician (CCVT) at Zoetis serves as the first contact for customers, answering routine and complex inquiries and adverse events related to Zoetis products. You will operate within VMIPS, adhering to SOPs and using effective communication to achieve mutual resolutions.

Responsibilities include delivering a personalized customer experience, educating customers on products, and liaising with cross-functional teams to ensure quality outcomes while maintaining data

Competenze

• CVT/RVT credential in good standing preferred.
• Bachelor's degree preferred.
• 5 years of clinical veterinary technician experience or equivalent customer-facing experience.

Mansioni

• Deliver superior first-line customer support with empathetic interactions.
• Answer inbound inquiries about Zoetis products via approved channels.
• Discuss product action, disease states, and treatments with veterinary staff and owners.
• Document adverse events and comply with pharmacovigilance requirements.
• Follow SOPs for inquiries, data entry, and PV database usage.

Conoscenze

Excellent communication

Organizational skills

MS Word

MS Excel

MS Outlook

PV database familiarity

Data entry accuracy

Active listening

Conflict resolution

Formazione

CVT/RVT credential

Bachelor's degree preferred

Strumenti

Microsoft Word

Microsoft Excel

Microsoft Outlook

PV database

Descrizione del lavoro

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.

Position Responsibilities:

• 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
• Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards
• 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
• Administer relevant marketing guarantee programs (e.g. 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
• Maintain collegial, team-player attitude when interacting with VMIPS colleagues
• Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
• Participate in ongoing departmental and weekly team meetings

Education and Experience:

• 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.

Technical Skills Requirements:

• Excellent verbal, written and interpersonal communication skills
• Excellent organizational skills, with a detailed oriented approach
• Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook
• Proficiency in data entry applications
• Experience in conflict resolution or grief counseling
• 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 self-motivated and disciplined
• Ability to thrive in a changing environment independently and as a team member
• Flexibility and ability to handle multiple tasks simultaneously
• Must be able to successfully complete training and meet training expectations to service customers

Physical Position Requirements:

• Sitting
• Standing
• Ability to work rotating shifts, Monday through Friday, including some evenings and holidays

The U.S. base salary range for this full-time position is $72,000 - $104,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the po