Antech Diagnostics

Veterinary Customer Service Representative

ID 2020-3919

Overview

The Triage Customer Service Representative is the first point of contact for a customer seeking support assistance.  This individual is highly customer focused and an excellent communicator.  The Triage Represntative greets our customers, identifies the support issue, sets the support expectation and routes the call accordingly.

Responsibilities

Responsibilities include, but are not limited to, the following:

  • Handles inbound phone calls from Sound customers
  • Able to properly document issue descriptions by asking product specific questions
  • Makes outbound phone calls when necessary to provide follow ups to new or exisiting issues
  • Tracks customer issues utilizing Microsoft CRM
  • Maintains detailed records within CRM and follows case management guidelines
  • Creates and manages Return Merchandise Authorization (RMA) forms
  • Participates in equipment recovery related to rentals and loaners
  • Maintains a high level of customer service by creating an outstanding support experience and exhibiting excellent customer service skills
  • Must be empathetic with ability to interpret a customer’s state of mind and alter communication style accordingly
  • Must be able to adapt to change of direction easily
  • Other tasks may be assigned in accordance with business needs

Qualifications

Work Experience

  • 1 to 2 years of customer service experience in a call center environment
  • Detail oriented and highly organized
  • Strong written and oral communication skills
  • Must work well independently and work in a matrix based organization with minimal direction
  • Strong MS Office Skills
  • Experience working in a Customer Relationship Management System (CRM)

Education Requirements

  • Completion of high school
  • College degree preferred and/or equivalent experience

Physical Requirements

  • Occasional lifting up to 25lbs., and pushing/pulling up 55lbs
  • Predominately sitting (85%)

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