Customer Support Consultant - Reference Labs - Bilingual

IDEXX Laboratories; United States; Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Health/Dental/Vision benefits

Remote-friendly

Provided laptop

Job summary

IDEXX Laboratories is seeking a Customer Support Consultant to handle veterinary diagnostics inquiries, delivering timely, accurate information by phone and maintaining strong customer rapport.

You will coordinate test results, follow-up testing, and sample logistics while working in a fast-paced, remote-capable role with flexible hours and a strong emphasis on collaboration and problem-solving.

Qualifications

• Proven track record of exceptional phone-based customer service.
• Fluent in English and French (written and spoken).
• Comfortable eight-hour phone work in a quiet workspace.
• Associate’s or Bachelor’s degree in computer-related or scientific field.
• Strong listening, communication, and interpersonal skills.

Responsibilities

• Serve as liaison between customers and IDEXX laboratories.
• Answer questions and resolve issues primarily over the phone.
• Provide and clarify lab test results; coordinate follow-up tests and sample logistics.

Skills

Phone support

English & French

Strong communication

Multitasking

Problem solving

Attention to detail

Adaptability

Collaboration

Computer skills

Lab/medical knowledge

Education

Associate/Bachelor in computer or science

Tools

Microsoft Teams

Remote work tools

Job description

As a Customer Support Consultant, you will handle a variety of inquiries from IDEXX customers, answering 50 - 70 calls daily and providing a solution to a customer every 5 minutes on average.

Why this role matters:

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy.

In this role:

• You will act as the liaison between customers and our IDEXX laboratories.
• You will answer customer questions and quickly and effectively resolve issues, primarily over the phone.
• You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.

What you need to succeed:

• A proven track record of providing extraordinary customer service over the phone
• Must have the ability to speak and write both English and French with clarity
• Ability to be on the phone for 8 hours a day in a quiet workspace or office
• Associate’s or Bachelor's degree in a computer-related or scientific (e.g. Biology, Chemistry, etc.) discipline, or equivalent combination of education and experience
• Superb listening and communication (verbal and written) skills, plus strong interpersonal skills with the ability to establish rapport quickly
• Strong computer and technical skills
• Problem-solving skills, attention to detail, strong organizational skills, and ability to multitask
• Ability to learn quickly and apply skills and abilities to a variety of customer interactions
• Ability to thrive in a fast-paced environment: you will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily)
• Goal orientation and strong collaboration skills
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment preferred

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Microsoft Teams messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

Schedule:

This role requires schedule flexibility. The ability to work 8.5 hours between 10:00am and 10:00 PM EST Monday - Friday and Saturdays (9 AM - 5:30 PM EST) on a rotating basis.

Reliable and dependable attendance is an essential function of this position.

What you can expect from us:

Candidates local to Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically. This position is otherwise virtual and open to candidates regardless of location.

This position starts of October 19, 2026

Hourly rate of $20 / hour + based on experience

Eligible for annual bonus

Health / Dental / Vision benefits

Remote work (meaning that you will receive onboarding, training, and support virtually as well)