What are the responsibilities and job description for the Remote Tier 1 Call Center position at Vetsource?
At Vetsource, we create a significant relationship between veterinarians and their clients by enabling pet parents to get essential medications and foods delivered directly to their homes. In addition, we strive to provide every veterinary practice with the tools to improve their business, deliver better care, and personalize their client experience. At Vetsource, we collaborate to enable our collective work and ideas to fuel us to provide excellent services and innovative solutions.
Love pets? Want to have an impact AND work in a truly growing organization? Join the Vetsource PET OWNER CARE TEAM and attain your career aspirations within our growing organization. In five years, Vetsource has grown over 40%!! We provide pharmaceutical products to Veterinarians and Pet Owners around the country, and we are growing fast!
Did you know…
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend only to apply when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single point on the job description, please still reach out. We'd love to learn more about you!
REMOTE TIER 1 CALL CENTER ADVISOR
Job Summary: Do you love pets? Get paid for talking with fellow pet parents!
Do you have a passion for customer service? Do you love pets and love talking on the phone with other pet people? If this sounds like you, we’d love to hear from you! Vetsource is growing rapidly and is looking for part- and full-time Pet Owner Care Advisors to work from home answering pet owner calls and fielding questions regarding our home delivery pet nutrition and medication products. You’ll help pet owners to navigate their veterinarian's Vetsource-powered shopping site, as well as update their payment information and track shipped packages for them. You’ll also be trained on how to triage and escalate calls regarding clinical or pharmaceutical issues and send them to the pharmacist team. The pace is fast and your days will fly by! You’ll be rewarded for your hard work with unlimited career opportunities within this rapidly-growing, mid sized company. Our Pet Owner Care team is dedicated, hard-working and fun!
Pet Owner Care Advisor Essential Duties:
Help pet parents by answering questions about Vetsource products and services.
Update online customer records including pets, payment methods, address and other critical shipping information
Provide problem resolution on billing or shipment issues
Help shoppers to place web orders, re-orders and autoships.
Present unresolved issues to next level of contact
Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems.
Experience and Qualifications:
Be a good speaker and a better listener, even when frustrated. You’re able to communicate information in a professional, clear and concise manner.
Be a problem solver who loves to take a deep dive into problem resolution. You get satisfaction from helping others.
Self-manage. Once trained, you can be trusted to get the job done right without constant feedback or hand-holding.
Write well without grammatical errors. You tend to proofread your own work and take pride in a well-crafted sentence.
Be that person everyone wants on their team. You seem to get along with everyone you meet.
Have a knack for diffusing emotional situations on the phone and de-escalating difficult situations.
Have mastered most of the common business apps and software programs: IM, Word, Gmail and data input programs, and enjoy learning new technology.
Have the capacity and knowledge to troubleshoot basic technical issues that may affect your home computer setup (software updates, VPN, passwords, internet connectivity).
Take critical feedback as an opportunity to learn because you are always striving to continuously improve yourself and your job.
Have a reliable and robust internet connection in your home, and the ability to work a full shift without interruption.
Preferred Qualifications and Education:
Minimum 1 year Customer Service experience
Bi-lingual preferred, but not required
Veterinary experience a plus
High School diploma or G.E.D.
Special Working Conditions:
Ability to stand and work at a computer for long periods of time
Ability to tolerate an environment where pets could be present in the office areas of the business
ORGANIZATIONAL RESPONSIBILITY STATEMENT
In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource’s Core Value Principles: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; enjoy the work! In addition, employees will be held accountable for knowledge and the practical application of these principles.
A culture where everyone can thrive!
In addition to an inclusive, welcome culture where you can get engaged, Vetsource also offers:
Competitive pay and benefits including medical, vision, dental, life, and pet insurance
A dog-friendly work environment
Paid parental leave
Flexible scheduling, including remote work where possible
Professional development opportunities
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
