Customer Support Specialist, IHD

Antech Diagnostics; Loveland (CO); Híbrido; USD 29 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Paid Time Off & Holidays

Medical, Dental, Vision

Life Insurance

Short and Long Term Disability

Flexible Spending Accounts/Health SAV

Paid Parental Leave

401(k) with company match

Tuition/Continuing Education Reimburse

Pet Care Discounts

Resumo da oferta

Antech Diagnostics in Loveland, CO is hiring a Customer Support Specialist to deliver empathetic veterinary diagnostic assistance and manage orders with accuracy. You will use CRM and ERP systems to help customers and maintain data integrity while building strong distributor relationships.

Ideal candidates have a high school diploma (associates preferred) and at least two years in a call center or customer service environment, with knowledge of veterinary IT and CRM tools.

Qualificações

• High school diploma required.
• Associates degree in business or veterinary related field preferred.
• Minimum of 2 years’ experience in call center environment preferred.
• Working knowledge of veterinarian IT and/or clinical diagnostic environment preferred.

Responsabilidades

• Provides superior customer service and remains solution driven with all customers and/or customer concerns.
• Take phone coverage within the queue and handle inquiries as requested.
• Enter orders accurately and update data in Salesforce/CRM systems.
• Demonstrates product knowledge and escalates as needed to the appropriate teams.
• Manage distributor relationships and other partnerships.
• Communicates potential sales opportunities via leads to appropriate teams.

Conhecimentos

Customer service

Communication skills

Team collaboration

Data entry

Formação académica

High school diploma

Associate degree in business or veterinary field

Ferramentas

CRM software

ERP software

Salesforce.com

Microsoft Office

Descrição da oferta de emprego

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Target Pay Range for this position is $21.11 - $26.00 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/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. This position requires a professional with strong relationship building and communication skills. The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.

Essential Duties And Responsibilities

• 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.

Education And Experience

• 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.

Knowledge, Skills And Abilities

• 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.
• Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds. The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.

• 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

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer. For a complete EEO statement, please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.