Join the Vetsource Team: Delivering Exceptional Customer Experiences in Pet Healthcare
At Vetsource, we're passionate about empowering pet healthcare professionals and industry leaders to provide the best possible care for animals. Our innovative, data-driven platform streamlines processes, simplifies systems, and fosters strong relationships between our customers and their clients. As a leader in the pet healthcare industry, we're committed to creating a better, brighter future for pets and those who care for them.
If you're a motivated, customer-focused individual who shares our passion for animal care, we invite you to join our team as a Call Center Advisor 1 - Tier 1. This exciting opportunity allows you to work remotely, providing top-notch customer service support to our partner and affiliate practices, pet parents, and eConnect partner CSRs.
About Vetsource
Vetsource is a pioneering company in the pet healthcare industry, dedicated to delivering comprehensive solutions that make a meaningful difference in the lives of pets and their caregivers. Our mission is to enable those in the pet healthcare profession and industry to thrive, and we're seeking talented individuals like you to join our team.
We pride ourselves on fostering an inclusive and diverse work environment, where every employee can bring their unique experiences and perspectives to the table. As an equal opportunity employer, we value diversity, equity, and inclusion, and we encourage candidates from all backgrounds to apply.
Job Summary
As a Call Center Advisor 1 - Tier 1, you'll play a critical role in delivering exceptional customer service support to our clients. This is a full-time, remote position that requires a strong commitment to providing solutions, resolving issues, and ensuring that every customer has a positive experience with Vetsource.
Key Responsibilities:
- Answer inbound calls from clients, addressing their needs, complaints, or issues with products or services, and keep accurate records of all customer conversations.
- Respond efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.
- Engage in active listening with callers, confirming or clarifying information, identifying customer needs, researching issues, and providing solutions and/or alternatives.
- Exhibit understanding and strive to meet or exceed call center metrics while providing excellent, consistent customer service.
- Provide problem resolution on billing or shipment issues, updating online customer records, including pets, payment methods, address, and other critical shipping information.
- Assist shoppers in placing web orders, re-orders, and autoships.
- Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems.
Requirements and Qualifications
Essential Qualifications:
- High school diploma or G.E.D.
- At least 1 year of customer service experience.
- Veterinary clinic or animal-related call center experience.
- Computer skills and knowledge, including familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite, and a willingness to learn new technology.
- Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
- Ability to multitask efficiently with error-free written work.
- Ability to diffuse emotional situations on the phone and de-escalate difficult situations.
- Good verbal communication skills, with the ability to communicate professionally, tactfully, and empathetically in a clear and concise manner.
- Ability to type accurately and for long periods of time, with an average typing speed of 40 WPM.
- Consistent and reliable attendance is required.
- Must be able to work rotating Saturdays.
Preferred Qualifications:
- Bilingual in Spanish.
- Remote work experience.
What We Offer
At Vetsource, we're committed to providing our employees with a supportive and inclusive work environment, as well as a comprehensive benefits package. Here are just a few of the perks and benefits you can expect:
- Competitive pay and benefits, including medical, vision*, dental, and life insurance.
- Employee Assistance Program.
- Pet insurance* and Virtual vet care.
- PTO, Holidays, Floating Holidays, and Volunteer Day.
- Retirement Savings Plan (401k/ RRSP) with employer matching program.
- Paid parental leave.
- Flexible scheduling and remote work where possible.
- The opportunity to join one of our Employee Resource Groups and participate in fun company events!
Our Values
At Vetsource, we're guided by a set of core values that shape our culture and inform our behavior. These values include:
- 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!
How to Apply
If you're a motivated, customer-focused individual who shares our passion for animal care, we encourage you to apply for this exciting opportunity. Please submit your application today, and don't hesitate to reach out if you have any questions or need more information.
Vetsource is an equal opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment.
Pay Range (US based applicants): $19.00 - $19.50 / hour
No agencies, please. We are an E-verify employer.
Apply Now