Customer Care Veterinary Technician

Zoetis•US PA Remote, PA

2d•$72,000 - $104,000

About The Position

The Veterinary Medical Information and Product Support (VMIPS) Team supports the safe and appropriate use of Zoetis products by responding to unsolicited requests for medical and technical information across customer segments and approved contact center channels. The team also maintains the regulatory integrity of Zoetis’s product portfolio by identifying and appropriately completing reportable cases, with a focus on outstanding customer service. The Customer Care Veterinary Technician (CCVT) is the first point of contact for customers. The role responds to routine and complex inquiries and adverse experiences involving Zoetis products in accordance with department and organizational standard operating procedures. The CCVT uses effective communication and customized solutions to reach mutual resolutions with customers.

Requirements

Five years of clinical experience as a veterinary technician, or a veterinary technician credential (CVT, RVT, etc.) in good standing, or relevant experience in a customer-facing environment.
Excellent verbal, written, and interpersonal communication skills.
Excellent organizational skills and a detail-oriented approach.
Technical aptitude, good typing skills, and working proficiency in Microsoft Word, Excel, and Outlook.
Proficiency in data-entry applications.
Experience in conflict resolution or grief counseling.
Clear, articulate, grammatically sound speech and a professional phone manner.
Strong commitment to providing superior customer support and service.
Ability to learn, understand, and communicate complex information over the telephone.
Strong rapport-building and active-listening skills.
Ability to demonstrate initiative, effort, and commitment in completing projects and assignments.
Ability to comprehend and communicate complex technical and medical terminology and maintain technical expertise, including competitive product knowledge.
Ability to receive and appropriately act on feedback from management, Quality Assurance, and senior colleagues.
Self-motivation and discipline.
Ability to thrive independently and as a team member in a changing environment.
Flexibility and ability to handle multiple tasks simultaneously.
Ability to successfully complete training and meet training expectations to service customers.

Nice To Haves

Veterinary Technician Credential (CVT, RVT, etc.) in good standing.
Bachelor's degree.

Responsibilities

Deliver personalized, empathetic first-line customer support that helps customers accomplish their needs.
Answer and resolve daily inbound companion animal and livestock customer contacts through approved channels and in accordance with Zoetis guidelines.
Discuss product modes of action, disease states, patient diagnoses, treatments, and diagnostic interpretation with veterinary staff and animal owners.
Document reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards.
Respond to routine and complex inquiries and complaints in accordance with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures.
Follow processes and procedures for accurate data entry, medical investigation, inquiry and complaint responses, follow-up, and use of the pharmacovigilance database.
Educate customers about Zoetis products, services, and programs, and provide follow-up information when necessary.
Administer relevant marketing guarantee programs, including ISG and Satisfaction Guarantee, while supporting a positive customer experience and maintaining fiduciary accountability.
Liaise with Operations, Marketing, Sales, and Manufacturing teams to identify the best outcomes for customers.
Use phone, workforce management, and quality assurance systems effectively.
Maintain a collegial, team-oriented attitude when working with VMIPS colleagues.
Complete required ongoing training within stipulated timeframes to maintain knowledge of products, programs, policies, and procedures.
Participate in ongoing departmental and weekly team meetings.