Customer Service Specialist

Benefits

Additional Information

Role Description Zoetis Reference Laboratories is a new national veterinary clinical diagnostic laboratory network. We are focused on revolutionizing the reference laboratory space for companion animals. We are a team of friendly, motivated and highly collaborative business and veterinary professionals looking for top tier professionals to join our growing team. We are part of Zoetis; a Fortune 500 company focused on animal health. Our company focus is delivering exceptional service, and you will play an integral role in that effort. We need team players who are passionate about customer service and possess a "run it like you own it" mentality. The role of a Zoetis Reference Lab Customer Service Specialist (CSS) is to positively influence and delight customers in all interactions with the company. CSS must be able to jump in to any customer interaction to quickly produce positive results. Impeccable customer service is top priority. Job Duties: Ability to 'Delight the Customer' in all interactions by: Delivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail Providing superior customer service and remaining solution-driven with all customers Answer approximately 80-120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests. Execute outbound calls as needed. Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS Address customer billing inquiries and payment requests Facilitate customer disputes by initiating credits and debits Educate customers on Zoetis service and program offerings, following up with additional information when necessary Collaborate with internal teams for additional support such as Specialized ZRL Support groups, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, Logistics, etc. to ensure appropriate information is provided or communicated to exceed customer expectations Maintain working knowledge of Zoetis test menus. Participate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and procedures. Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience Utilize Five9 phone system with ease and efficiency Consistently achieve departmental performance requirements Maintains compliance with all Zoetis standards, controls, policies and practices Perform other duties as assigned by Customer Service Management Team Education/Experience: Associate or Bachelor's degree highly preferred. High school diploma required. Minimum 1 year experience in a customer service-related field required Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred Knowledge of SAP, Salesforce, and/or LIS preferred Technical Skills Required: Proficient in Microsoft Office suite and web-based applications Possess a positive, outgoing, 'Delight the Customer' attitude in all interactions Able to work both in a team environment and independently Able to adapt and be flexible in various situations Strong work ethic; willing to go the extra mile to deliver quality work Excellent written and oral communication skills, especially over the telephone - both internally and externally Exceptional time management skills Ability to multitask and prioritize work Effective problem solving and analytical skills Physical Position Requirements: Ability to sit or stand for extended periods of time Ability to be on the phone for extended periods of time Ability to work between 8AM - 9:30PM EST Monday - Friday and 9AM - 8:30PM EST Saturday The US base salary range for this full-time position is $17.80 - $34.70 . Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation. Visit zoetisbenefits.com to learn more. Full time Regular Colleague Any 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 e