Customer Support Consultant (On-Site Lab Liaison)

IDEXX • Greensboro, NC

10d • Onsite

About The Position

Our Customer Support Consultants (Lab Liaisons) 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. Does that sound like you? Perfect. Let’s get started. 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. As the first point of contact between IDEXX and our customers, our support professionals are vitally important. In their roles, they develop deep and meaningful relationships with our customers, offering solutions to meet customer needs. Every interaction with a customer allows us to demonstrate the power of diagnostics in helping veterinary practices – and the pets under their care – thrive. In This Role: You will act as the liaison between customers and the IDEXX laboratories. You will provide information, resolve issues, and ensure customer satisfaction for both internal and external customers. Your work will be heavily phone-based, responding to customer phone and electronic communications. You will research documentation, correct processing errors, resolve technical issues, compile customer info, troubleshoot problems, and communicate information.

Requirements

• The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator.
• It is important to have strong computer and technical skills, with the aptitude to learn.
• You will be a master problem solver with fine attention to detail.
• Superb communication and listening skills are a must in order to be a successful customer support specialist
• A proven track record of providing extraordinary customer service
• You learn quickly and apply skills and abilities to a variety of customer interactions
• Strong interpersonal skills with the ability to establish rapport quickly
• Strong organizational skills, especially in a multi-tasking environment
• You possess a High School diploma or equivalent combination of education and experience is required.
• Ability to be on the phone / computer for up to 8 hours a day.

Nice To Haves

• You are preferably experienced in veterinary practice, laboratory setting, clinical pathology experience, laboratory customer service
• A 2-, 3- or 4-year degree in a Science-related field is preferred.

Responsibilities

• Act as the liaison between customers and the IDEXX laboratories.
• Provide information, resolve issues, and ensure customer satisfaction for both internal and external customers.
• Respond to customer phone and electronic communications.
• Research documentation, correct processing errors, resolve technical issues, compile customer info, troubleshoot problems, and communicate information.

Benefits

• Hourly rates targeting: $ 22 / hr (will be based on skillset)
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees