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ZRL Customer Service Specialist
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.
o 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
o 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.
o Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS
o Field customer billing inquiries and payment requests
o Facilitate customer disputes by initiating credits and debits
o Educate customers on Zoetis service and program offerings, following up with additional information when necessary
o Liaise with internal Lab Operations, Marketing, Sales and Courier teams to ensure appropriate information is communicated to exceed customer expectations
o Maintain working knowledge of Zoetis test menus.
o Participate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and procedures.
o Exemplify the Zoetis Values: Our colleagues make the difference, Always do the right thing, Customer Obsessed, Run it like you own it, We are one Zoetis
o Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
o Utilize Five9 phone system with ease and efficiency
o Consistently achieve departmental performance requirements
o Maintains compliance with all Zoetis standards, controls, policies and practices
o Perform other duties as assigned by Customer Service Management Team
Qualifications (i.e., preferred education, experience, attributes)
o Associate or Bachelor’s degree highly preferred. High school diploma required.
o Minimum 1 year experience in a customer service related field required
o Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred
o Flexible schedule and ability to respond to the demands of a national 7-day-a-week business required. Required availability includes nights and weekends. ZRL Customer Service is open 7:30AM – 11PM EST Monday – Friday, 8AM – 7:30PM EST, Sunday 10AM – 8:30 PM EST
o Possess a positive, outgoing, ‘Delight the Customer’ attitude in all interactions
o Able to work both in a team environment and independently
o Able to adapt and be flexible in various situations
o Strong work ethic; willing to go the extra mile to deliver quality work
o Excellent written and oral communication skills, especially over the telephone – both internally and externally
o Exceptional time management skills and ability to multitask and prioritize work
o Effective problem solving and analytical skills
o Strong leadership skills
o Proficient in Microsoft Office suite and web-based applications
o Experience with SAP, SalesForce.com. and/or LIS preferred