Customer Support Consultant – Lab Liaison

IDEXX • Dallas, TX

7d • Onsite

About The Position

Join our dynamic Laboratory Liaison Team, the vital link between our laboratories and clients across North America. Our collaborative, solutions-driven team excels at problem-solving and customer outreach. If you’re passionate about teamwork, continuous learning, and providing exceptional customer experiences, this is the opportunity for you. This is a full-time position with excellent day-one benefits. IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care where the true strength in our name is the people behind it. Our reference laboratories make it possible for our customers to discover more with our unrelenting commitment to innovation, personalized support, guidance, and expertise, while providing the most complete and advanced menu of diagnostic tests along with technology and tools.

Requirements

• Strong customer service and interpersonal skills with experience in building and maintaining relationships.
• Extensive customer service/call center/veterinary reception/laboratory customer service experience.
• Ability to work collaboratively in a team-oriented environment, including across international teams and diverse cultures.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally.
• Commitment to continuous learning and improvement, staying current with evolving processes, tools, and industry standards.
• Ability to handle challenging conversations with professionalism and empathy, ensuring customer needs are met throughout the process.
• Strong attention to detail and dedication to data accuracy and integrity to support compliance and quality standards.
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role.

Nice To Haves

• This role involves extended periods of sitting and frequent use of phones and computers.
• Able to meet the physical requirements that go with working in a lab – standing and sitting for extended periods of time, use of hands, fingers, and arms to handle tools and controls, occasional need to climb, balance, stoop, kneel, crouch, or crawl, lift up to 50lb, and specific vision ability – close, color, depth perception, and ability to adjust focus.
• This is a laboratory, so there is potential exposure to biohazards, agents known to cause zoonotic diseases, and hazardous chemicals.
• Strict adherence to all safety standards, protocols, and protective measures is required to ensure a safe working environment.
• This role may involve some travel occasionally.

Responsibilities

• Act as the liaison between customers and the IDEXX laboratories.
• Serve as a central point of contact for customer outreach, providing accurate information and resolving issues promptly to ensure customer satisfaction.
• Collaborate with team members and subject matter experts to research and resolve complex issues.
• Maintain strong internal and external customer relationships through professional, clear, and empathetic communication.
• Support quality management systems and compliance requirements.
• Contribute to team growth through active participation in development programs and collaborative knowledge sharing.

Benefits

• Hourly rates targeting: $23 / hr
• Opportunity for annual cash bonus and merit pay increase consideration
• Health / Dental / Vision Benefits Day - One
• 5% matching 401k
• On the job training and career advancement opportunities
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!
• Opportunity to do meaningful work where you positively impact the lives of people and pets all over the world

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed