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Veterinary Customer Service Manager

Zoetis

Last Updated: 5/11/22

Job Description

Job Description

The Customer Service Manager assists in overseeing the day-to-day operations of the Contact Center activities. This includes managing, monitoring, coaching, and developing 10+ assigned Contact Center agents to execute their tasks, provide best-in-class service and achieve Contact Center goals and objectives.

Primary Responsibilities

CONTACT CENTER PERFORMANCE

  • Manages, monitors, and leads daily activities of direct reports to ensure service levels and goals are met
  • Participates in the interviewing and selection process for internal and external applicants
  • Participate in the Quality Assurance process by monitoring and scoring calls, as well as by participating in regular calibration sessions
  • Monitors and manages call volume. Partners with WFM on staff scheduling/attendance to ensure appropriate phone coverage in order to maintain a high level of service
  • Assists with customer telephone calls when service levels are in jeopardy
  • Handles elevated customer calls referred by staff

DEVELOP COLLEAGUES

  • Executes call monitoring, coaching and training initiatives, as needed
  • Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.
  • Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports
  • Actively participates in and/or facilitates Department/Company meetings
  • Ensure agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals. Includes partnering with Knowledge Base and L&D colleagues to identify training needs and develop training to enhance staff production
  • Work with Knowledge Base Manager in creating and ensuring Contact Center procedures are updated and appropriately communicated to agents

OPERATIONAL ACTIVITIES AND CONTINUOUS IMPROVEMENT INTITATIVES

  • Continually evaluates work output and processes for direct reports and across the Customer Service team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer
  • Assists in management of contact center-related projects
  • Effectively balance contact center activity with business/marketing support
  • Perform other tasks as assigned

Qualifications

REQUIRED JOB RELATED CANDIDATE QUALIFICATIONS

  • Bachelor degree and 3 years customer service related experience
  • Ability to work all Veterinary Customer Service schedules on a rotating basis: 8:30AM to 5:00PM, 9:30AM to 6:00PM, 11:30AM to 8:00PM
  • Experience with order processing systems
  • Demonstrated effective leadership/ motivation skills and teamwork
  • Demonstrated ability to interact with external and internal customers at all levels
  • Demonstrated computer skills with a strong working knowledge of Microsoft applications
  • Effective verbal and written communication skills
  • Some travel required

PREFERRED CANDIDATE QUALIFICATIONS

  • Zoetis Customer Service experience
  • Supervisory experience
  • Experience with SAP

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [Register to View] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of [Register to View] In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.



Company Details

Parsippany, New Jersey, United States
Zoetis discovers, develops, manufactures and commercializes medicines, vaccines and diagnostic products, which are complemented by biodevices, genetic tests and precision livestock farming. Zoetis serves veterinarians, livestock producers and people who raise and care for farm and companion animals in more than 100 countries.