At a Glance
- Tasks: Provide top-notch support to veterinary and consumer customers via calls, emails, and social media.
- Company: Join a leading veterinary services company with a passion for animal care.
- Benefits: Full-time role with competitive pay, training opportunities, and a supportive team environment.
- Other info: Dynamic workplace with opportunities for growth and cross-training.
- Why this job: Make a difference in pet care while developing your customer service skills.
- Qualifications: High school diploma and two years of customer service experience required.
The predicted salary is between 31500 - 38500 £ per year.
Overview
Veterinary Customer Support Representative (10:30am - 7pm) is responsible for providing incoming call center support for consumer and veterinary customers.
Responsibilities
- Answer inbound calls and categorize each call.
- Respond to all inbound emails, chats, and social media on all platforms for the company.
- Promote the monthly specials, and the Clinic Staff program, on all inbound calls with clinics.
- Upsell and promote new products on all inbound calls.
- Escalate calls as necessary to the Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
- Process customer orders.
- Set up new accounts in SAP (obtain required license vet professional or consumer professional).
- Process premium requests in Imagic.
- Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
- Possess and retain knowledge of veterinary and consumer product lines.
- Maintain knowledge of current product information, pricing and special programs.
- Complete all assigned training within the specified timeframe.
- Monitor the company website and report any issues identified to Team Leader.
- Process returns authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures.
- Process and document information for the initiation of Suspected Adverse Events and Customer Complaints; understand all Standard Operating Procedures.
- Respond to "After Hours" messages by returning calls within the same day to answer questions or place orders.
- Process Nutramax store and Vet EZ store orders as assigned.
- Manage special program requests as assigned (IAADP, Guiding Eyes for the Blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
- Complete all projects assigned by the specified date.
- Be willing to cross-train as needed to assist with department productivity.
- Communicate effectively with other departments and work well in a team environment.
- Regular attendance is required.
Qualifications
- Minimum Education: High school diploma or GED.
- Experience: Two years in a professional customer service call center environment; outbound call experience is a plus.
- Skills: Exceptional telephone and written/oral communication skills; strong attention to detail and organizational ability; ability to multi-task; strong interpersonal skills; teamwork.
- Technical: MS Office Suite proficiency.
- Other: Must possess and retain knowledge of veterinary and consumer product lines, current product information, pricing and special programs.
Education and Experience
- H. S. diploma or equivalent
- Employment type
- Full-time
- Job function
- Customer Service
- Industries
- Manufacturing and Veterinary Services
- #J-18808-Ljbffr
Veterinary Customer Support Representative (10:30am - 7pm) in Lancaster employer: Nutramax Laboratories
As a leading manufacturing company in Lancaster, we pride ourselves on fostering a dynamic work culture that prioritises operational excellence and employee development. Our commitment to continuous improvement not only enhances customer experience but also provides our team members with ample opportunities for professional growth and advancement. Join us to be part of a collaborative environment where your expertise in customer service can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Veterinary Customer Support Representative (10:30am - 7pm) in Lancaster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nutramax Laboratories. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nutramax Laboratories before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Veterinary Customer Support Representative (10:30am - 7pm) in Lancaster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nutramax Laboratories:Your cover letter is your chance to shine! Tell us why you want to work at Nutramax Laboratories specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nutramax Laboratories!
How to prepare for a job interview at Nutramax Laboratories
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
