Customer Support Specialist, IHD

Antech Diagnostics•Loveland, CO

About The Position

The Customer Support Specialist delivers Antech’s customer service vision through empathetic, caring veterinary diagnostic support. The role manages incoming customer calls, builds customer relationships, accurately enters orders, and develops knowledge of Antech products and programs. The specialist provides phone coverage, addresses customer issues, supports distributor relationships, updates customer data, and communicates potential sales opportunities to appropriate teams. The position primarily works in a typical office environment or a remote home office, in an environment where pets may be present. It involves frequent computer and telephone use and may require occasional lifting of up to 15 pounds. The target pay range is $21.11–$26.00 per hour. Pay decisions consider job-related skills, experience, education, training, and budget.

Requirements

High school diploma.
Excellent customer service skills, including patience, listening ability, and the ability to provide a positive experience in customer interactions.
Strong organizational skills and attention to detail.
Ability to approach problems and find appropriate solutions.
Ability to work effectively in a team environment.
Ability to adapt and remain flexible in a variety of situations.
Strong oral and written communication skills, particularly by telephone, with internal and external customers.
Accurate and efficient data-entry skills.
Intermediate ability with Microsoft Office Suite, internet software, and email.
Ability to maintain queue quality-assurance metrics as determined by Customer Support Leadership and the Support Enablement Team.

Nice To Haves

Associate degree in business or a veterinary-related field, or equivalent related experience.
At least 2 years of experience in a call center environment.
Working knowledge of veterinary medicine, medical IT, and/or a clinical diagnostic environment.
Intermediate ability with Salesforce.com or a similar CRM.

Responsibilities

Provide superior, solution-driven customer service and address customer concerns.
Provide phone coverage within the customer support queue.
Handle customer issues as needed to ensure quality service.
Use multiple software systems to service accounts, including CRM and ERP software and Microsoft Suite.
Demonstrate product proficiency and serve as a knowledgeable resource across product categories.
Investigate customer issues and identify appropriate solutions.
Take incoming calls and place orders for supplies or consumables, or handle inquiries as requested.
Manage distributor relationships and other partnerships.
Update data in Salesforce.com and set up new accounts.
Communicate potential sales opportunities as leads to appropriate teams.
Perform other duties as assigned.