What are the responsibilities and job description for the Customer Care Veterinary Technician position at Zoetis, Inc?
States considered: PA
Role Description
The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers. The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.
Responsibilities
Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs
* Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines
* Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
* Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards
* Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)
* Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database
* Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
* Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business
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* Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer
* Utilize phone, workforce management and QA systems with ease and efficiency
* Maintain collegial, team-player attitude when interacting with VMIPS colleagues
* Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
* Participate in ongoing departmental and weekly team meetings
* Manage multiple tasks simultaneously in a consistently changing environment; work with manager to prioritize appropriately
* Perform other duties as requested by your manager
Full timeRegularColleagueAny unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
