Customer Support Specialist, IHD
About The Position
The Customer Support Specialist delivers Antech’s customer service vision by providing empathetic, caring veterinary diagnostic support. The role manages incoming customer calls, builds relationships, communicates effectively, enters orders accurately, and develops knowledge of Antech products and programs. The specialist handles customer concerns and inquiries, provides phone coverage, investigates issues, and identifies appropriate solutions. The role also uses multiple software systems to service accounts, maintains customer data and accounts in Salesforce.com, supports distributor and partner relationships, and routes potential sales opportunities to the appropriate teams.
Requirements
- High school diploma required.
- Excellent customer service skills, including patience, listening ability, and the ability to provide a positive experience.
- 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 be flexible in a variety of situations.
- Strong oral and written communication skills, especially over the telephone, with internal and external customers.
- Accurate and efficient data entry skills.
- Intermediate ability with Microsoft Office Suite, Internet software, and email required.
- 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, medical information technology, and/or clinical diagnostic environments.
- Intermediate ability with Salesforce.com or a similar CRM.
Responsibilities
- Provide superior, solution-focused customer service to customers and address customer concerns.
- Provide phone coverage within the queue and handle incoming calls.
- Investigate customer issues and identify appropriate solutions.
- Use multiple software systems to service accounts, including CRM and ERP software and Microsoft Suite.
- Develop proficiency across Antech product categories and serve as a knowledgeable resource.
- Take calls and place orders for supplies or consumables, and handle inquiries as requested.
- Manage distributor relationships and other partnerships.
- Update data in Salesforce.com and set up new accounts.
- Communicate potential sales opportunities to appropriate teams via leads.
- Maintain queue quality assurance metrics as determined by Customer Support Leadership and the Support Enablement Team.
- Perform other duties as assigned.
Benefits
- Paid time off and holidays
- Medical, dental, and vision plans
- Company-paid basic life insurance and supplemental life insurance
- Company-paid short- and long-term disability
- Flexible spending accounts and health savings accounts
- Paid parental leave
- 401(k) with company match
- Tuition and continuing education reimbursement
- Life Assistance Program
- Pet care discounts
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
