JOB SUMMARY
Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues /problems/concerns.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Provides customer technical support for Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and other products and services.
- Support may consist of answering customer questions, explaining products and services, instructing in use of in-house diagnostic equipments , coordinating and assisting with equipment installations, troubleshooting and repairing system, database or data communication issues, configuring computer system hardware or software, or other priorities.
- Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
- Ensures ongoing customer satisfaction and continuing strong customer relationships.
- Supports quality management system and other compliance requirements
EDUCATION:
- Bachelor’s degree or equivalent in medical, veterinary, or other related science and technology preferred
- Master's or higher degree is a plus
REQUIRED SKILLS AND ABILITIES:
- High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
- Experience or education in diagnostic laboratory field is a good plus
- Technical record keeping management skills.
- Reasoning and analytical skills to resolve issues.
- Phone skills, with ability to establish rapport.
- Attention to detail.
- Organized with ability to multi-task.
- Ability to work independently and as part of a team.
- Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
- Personal computer skills, including Microsoft Office.
- Good command of spoken and written English
PHYSICAL DEMANDS:
- Extensive sitting, phone and computer use.
- May be required to lift, move and carry up to 50 pounds.
- Specific vision abilities required include close vision, color vision, depth perception, andthe ability to adjust focus.
- Hearing acuity sufficient to effectively communicate with customers and Employees viatelephone and in person.
- Ability to communicate verbally on phone and in person.
- Fluency in the English language.
- Extended hours may be required.
- Some travel required.
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