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Customer Support Consultant (Lab Liaison)


Last Updated: 5/14/23

Job Description

Our Customer Support Consultants (Lab Liaisons) are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy. Does that sound like you? Perfect. Let’s get started. IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care where the true strength in our name is the people behind it. Our reference laboratories make it possible for our customers to discover more with our unrelenting commitment to innovation, personalized support, guidance, and expertise, while providing the most complete and advanced menu of diagnostic tests along with technology and tools. As the first point of contact between IDEXX and our customers, our support professionals are vitally important. In their roles, they develop deep and meaningful relationships with our customers, offering solutions to meet their unique needs. Every interaction with a customer allows us to demonstrate the power of diagnostics that helps veterinary practices – and the pets under their care – thrive. In the role of Customer Support Consultant - Lab Liaison: You will act as the liaison between customers and the IDEXX laboratories. You will provide information, resolve issues, and ensure customer satisfaction for both internal and external customers. Your work will be heavily phone-based, responding to customer phone and electronic communications. You will research documentation, correct processing errors, resolve technical issues, compile customer info, troubleshoot problems, and communicate information. What You Need to Succeed The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator. It is important to have strong computer and technical skills, with the aptitude to learn. You will be a master problem solver with fine attention to detail. Superb communication and listening skills are a must in order to be a successful customer support specialist. A proven track record of providing extraordinary customer service You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions You are experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. Strong written and verbal communication skills; strong interpersonal skills with the ability to establish rapport quickly Strong organizational skills, especially in a multi-tasking environment You possess an associate’s or bachelor's degree in a scientific discipline is preferred or equivalent combination of education and experience. Ability to be on the phone/computer for up to 8 hours a day. What You Can Expect From Us: Hourly rates targeting: 19.80/hr Opportunity for annual cash bonus and merit pay increase consideration Health/Dental/Vision Benefits Day-One 5% matching 401k On the job training and career advancement opportunities (experience NOT required) Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more! Opportunity to do meaningful work where you positively impact the lives of people and pets all over the world Schedule: This is a full time (40 hr/wk), day-shift role with scheduled shifts Tuesday through Saturday, 8:30am - 5pm The shifts and hours may vary slightly depending on business needs. Reliable and dependable attendance is an essential function of this position We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. This position will be based out of our North Grafton, MA location. Does this sound like the opportunity for you? Apply today! #IND-LAB

Company Details

Westbrook, Maine, United States
An innovation leader in every industry we serve, IDEXX follows its Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.