Job Description:

Job Description

With more than ten years as a leader in the veterinary services industry, Vetsource® provides innovative pharmacy, technology, and business services to the pet health industry and strives to be the most trusted advocate in a rapidly evolving world. With Mars Petcare, one of the world's largest pet care providers, as its lead investor, Vetsource operates with an experienced and passionate management team to help drive the industry forward. Vetsource's solutions include prescription management, data and insights, and client engagement.

Love pets? Want to make an impact while being a part of a growing organization? Join the Vetsource Call Center Team! Join our team of bright and energetic people who want to help develop and deliver innovative pharmacy, technology, and business services to the pet health industry.

We welcome all applicants who qualify. While skills and experience matter, we love a good fit too!

Did you know...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. If you think you might be a good fit for a role but don't necessarily meet every single point on the job description, please still reach out. We'd love to learn more about you!

Call Center Advisor - Tier 1

Do you have a passion for customer service? Do you love pets and love talking on the phone with other pet people?

If this sounds like you, we'd love to hear from you! Vetsource is growing rapidly and is looking for a full-time Call Center Advisor to work from home answering pet owner calls and fielding questions regarding our home delivery pet nutrition and medication products. You'll help pet owners to navigate their veterinarian's Vetsource-powered shopping site, as well as update their payment information and track shipped packages for them.

You'll also be trained on how to triage and escalate calls regarding clinical or pharmaceutical issues and send them to the pharmacist team. The pace is fast and your days will fly by! Our team is dedicated, hard-working and fun!

Responsibilities:

• Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective manner
• Answering or making calls to clients to address their needs, complaints, or other issues with products or services. Keeping records of all customer conversations
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Engaging in active listening with callers, confirming or clarifying information, identifying customer needs, researching issues and provide solutions and/or alternatives
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
• Provide problem resolution on billing or shipment issues. Update online customer records including pets, payment methods, address and other critical shipping information
• Help shoppers to place web orders, re-orders and autoships
• Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems
• Consistent and reliable attendance is required
• Stable, reliable internet is required
• Must have access to a dedicated workstation that is an appropriate work environment with minimal distractions
• Must be able to work rotating Saturdays

Experience and Qualifications:

• 1 Year customer service experience
• Computer skills and knowledge, familiar with business apps and software programs. Instant messaging, Microsoft, G-Suite, and database programs
• Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
• Telephone skills
• Bi-lingual preferred, but not required
• Veterinary experience a plus
• High School diploma or G.E.D.
• A good speaker and a better listener, even when frustrated. You're able to communicate information in a professional, clear and concise manner
• A problem solver who loves to take a deep dive into problem resolution. You get satisfaction from helping others
• Able to self-manage. Once trained, you can be trusted to get the job done right without constant feedback or hand-holding
• Able to write well without grammatical errors. You tend to proofread your own work and take pride in a well-crafted sentence
• Capable of being that person everyone wants on their team. You seem to get along with everyone you meet
• Someone with a knack for diffusing emotional situations on the phone and de-escalating difficult situations
• Someone who has mastered most of the common business apps and software programs: IM, Word, Gmail and data input programs, and enjoy learning new technology
• Open to take critical feedback as an opportunity to learn because you are always striving to continuously improve yourself and your job
• Someone with reliable and robust internet connection in your home, and the ability to work a full shift without interruption

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer
• Speaking on the phone for long periods of time
• Ability to look at a screen(s) for prolonged periods of time
• Must be able to multitask with error free work
• Must be able to type accurately and for long periods of time. Average typing speed 40 WPM
• Training is conducted via eLearning and is self completed

ORGANIZATIONAL RESPONSIBILITY STATEMENT

Vetsource employees are expected to support and model Vetsource's Core Value Principles: Do the right thing every time; Treat others the way they want to be treated; Embrace Change; Be innovative; Get it done, and Enjoy the work! Employees will be held accountable for knowledge and the practical application of these principles.

At Vetsource, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We celebrate the differences that make us each unique just as much as we are driven by the things we have in common, and we work to create a supportive, inclusive, and welcoming environment in which all people can thrive.

Vetsource Total Rewards:

• Competitive pay and benefits including medical, vision, dental, life, and pet insurance
• A dog-friendly work environment
• Paid parental leave
• Flexible scheduling, including remote work where possible
• Professional development opportunities

#LI-Remote #LI-HS1

Vetsource is an equal opportunity employer that values diversity, equity, and an inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

Vetsource is an E-verify employer.

Vetsource is an equal opportunity employer that values diversity, equity, and an inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status