Customer Support Consultant - Reference Labs

IDEXX • Westbrook, ME

2d • Hybrid

About The Position

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy. In this role, you will act as the liaison between customers and our IDEXX laboratories. You will answer customer questions and quickly and effectively resolve issues, primarily over the phone. You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.

Requirements

• A proven track record of providing extraordinary customer service over the phone
• Ability to be on the phone for 8 hours a day in a quiet workspace or office
• Associate’s or Bachelor’s degree in a computer-related or scientific (e.g. Biology, Chemistry, etc.) discipline, or equivalent combination of education and experience
• Superb listening and communication (verbal and written) skills, plus strong interpersonal skills with the ability to establish rapport quickly
• Strong computer and technical skills
• Problem-solving skills, attention to detail, strong organizational skills, and ability to multitask
• Ability to learn quickly and apply skills and abilities to a variety of customer interactions
• Ability to thrive in a fast-paced environment: you will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily).
• Goal orientation and strong collaboration skills
• When working from your virtual office, you are required to be available by telephone, voicemail, email, and Microsoft Teams messaging during your scheduled business hours.
• A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained.

Nice To Haves

• Candidates local to the Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically, based on business needs.
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment preferred

Responsibilities

• Act as the liaison between customers and IDEXX laboratories.
• Answer customer questions and quickly and effectively resolve issues, primarily over the phone.
• Provide and clarify lab test results.
• Coordinate follow-up tests on samples.
• Help coordinate the pickup and delivery of samples.
• Handle a variety of inquiries from IDEXX customers, answering 50 – 70 calls daily and providing a solution to a customer every 5 minutes on average.

Benefits

• Hourly rate of $20 / hour + based on experience
• Eligible for annual bonus
• Health / Dental / Vision benefits
• Remote work (meaning that you will receive onboarding, training, and support virtually as well)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree