Customer Support Consultant - Bilingual

IDEXX

8d•$20•Remote

About The Position

Our Customer Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy. Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily). Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call. Our Customer Support Consultants are working from home fulltime and will continue to remain virtual. This means that we are providing our onboarding, training, and support for our new hires (like yourself) virtually as well. In the role of Reference Laboratory Customer Support Consultant: You will act as the liaison between customers and the IDEXX laboratories. As a member of this team, you will answer customer questions and quickly and effectively resolve issues. You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.

Requirements

Fluent in both French and English
Highly motivated, goal-oriented, and a strong collaborator.
Proven track record of providing extraordinary customer service.
Strong computer and technical skills.
Master problem solver with fine attention to detail while leveraging your strong organizational skills in a multi-tasking environment.
Ability to learn quickly and apply skills and abilities to a variety of customer interactions.
Superb listening and communication (verbal and written) skills are a must in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have.
Ability to be on the phone for 8 hours a day in a quiet workspace or office.
When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained.
This role requires schedule flexibility. The ability to work 8.5 hours between 11:30am and 8:00pm EST Monday-Friday and Saturdays (9am -5:30pm EST) on a rotating basis.
Reliable and dependable attendance is an essential function of this position.

Nice To Haves

Experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
Possess an associate’s or bachelor's degree in a computer-related discipline or scientific (Biology/Chemistry/etc.) discipline is preferred or equivalent combination of education and experience.

Responsibilities

Act as the liaison between customers and the IDEXX laboratories.
Answer customer questions and quickly and effectively resolve issues.
Provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.