Call Center Advisor 1 - Tier 1

Vetsource

2d • $19 - $20 • Remote

About The Position

Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them. If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you. At Vetsource, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals). We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team. We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria. That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply! WHO WE ARE LOOKING FOR Call Center Advisor 1 - Tier 1 This position provides first-tier customer service support for inbound calls to our call center. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and retail partner CSRs on a wide variety of topics. T1 advisors can also expect to progressively learn more to resolve common customer issues. This is a full-time, remote position. Our call center operating hours are 5 AM - 5 PM Pacific Time M-F, and 7 AM - 1 PM Pacific Time on Saturday. Saturday availability for rotating shifts is required; permanent Saturday shifts are also available.

Requirements

• High School diploma or G.E.D.
• At least 1 year of customer service experience
• Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology
• Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective manner
• Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
• Ability to multitask efficiently with error-free written work
• Ability to diffuse emotional situations on the phone and de-escalate difficult situations
• Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service
• Ability to be trained via self-guided e-learning
• Ability to type accurately and for long periods of time; average typing speed 40 WPM
• Consistent and reliable attendance is required
• Must be able to work rotating Saturdays, or willing to work permanent Saturdays
• Reliable internet access is required
• Sitting/standing at a desk working on a computer for long periods of time

Nice To Haves

• Veterinary clinic or animal-related call center experience
• Bilingual in Spanish
• Remote work experience

Responsibilities

• Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations
• Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued
• Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives
• Exhibit understanding and strive 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 place web orders, re-orders, and autoships
• Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems

Benefits

• Competitive pay and benefits including medical, vision, dental, and life insurance
• Employee Assistance Program
• Pet insurance and Virtual vet care
• PTO, Holidays, Floating Holidays, and Volunteer Day
• Retirement Savings Plan (401k/ RRSP) with employer matching program
• Paid parental leave
• Flexible scheduling and remote work where possible
• The opportunity to join one of our Associate Resource Groups, and fun company events!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees