Call Center Advisor 1 - Tier 1

Vetsource•Remote - OR PTZ, OR

2d•Remote

About The Position

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