Customer Care Veterinary Technician

Zoetis•US PA Remote, PA

2d•$72,000 - $104,000

About The Position

The Customer Care Veterinary Technician (CCVT) is the first point of contact for Zoetis customers, responding to routine and complex inquiries and adverse experiences involving Zoetis products. The role provides personalized, empathetic customer support while following department and organizational standard operating procedures and working toward mutually satisfactory resolutions. As part of the Veterinary Medical Information and Product Support (VMIPS) Team, the CCVT supports the safe and appropriate use of Zoetis products by responding to unsolicited requests for medical and technical information across approved contact center channels. The team also helps maintain the regulatory integrity of Zoetis’s product portfolio by identifying and completing regulatory-reportable cases. The position serves companion-animal and livestock customers and works with internal teams to determine appropriate customer outcomes.

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.
Passion for providing customers with superior 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 to completing projects and assignments.
Ability to comprehend and communicate complex technical and medical terminology and maintain required 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 in a changing environment, both independently and as a team member.
Flexibility and ability to handle multiple tasks simultaneously.
Ability to successfully complete training and meet training expectations to service customers.
Ability to work rotating shifts Monday through Friday, including some evenings and holidays.
Authorization to work in the United States for Zoetis; candidates requiring sponsorship must disclose this.

Responsibilities

Provide superior first-line customer support through easy, efficient, empathetic, and personalized interactions.
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 pharmacovigilance requirements and standards.
Respond to routine and complex inquiries and complaints in accordance with VMIPS and Veterinary Medical Regulatory Affairs standard operating procedures.
Follow processes for accurate data entry, medical investigation, responses, follow-up, and use of the pharmacovigilance database.
Educate customers about Zoetis products, services, and programs, and provide follow-up information when needed.
Administer marketing guarantee programs, such as ISG and Satisfaction Guarantee, while supporting a positive customer experience and maintaining fiduciary accountability.
Coordinate with Operations, Marketing, Sales, and Manufacturing teams to identify the best customer outcomes.
Use phone, workforce management, and quality assurance systems effectively.
Maintain a collegial, team-oriented attitude when interacting with VMIPS colleagues.
Complete required ongoing training within stipulated time frames to maintain knowledge of products, programs, policies, and procedures.
Participate in departmental and weekly team meetings.