Customer Care Veterinary Technician

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers.

The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.

Position Responsibilities:

*Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs

*Answer and resolve inbound companion animal and livestock daily customer contacts via allapproved channels in accordance with Zoetis guidelines

*Speak fluently and with confidence to veterinary staff and animal owners about product mode ofaction, disease states, patient diagnosis, treatments and diagnostic interpretation

*Assure the documentation of reported adverse events involving Zoetis products and comply withcurrent pharmacovigilance requirements and standards

*Respond effectively to routine and complex inquiries and complaints in a manner that is consistentwith VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures(SOPs)

*Assure that the appropriate processes and procedures are followed that maintain consistency andaccuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, andthe use of the pharmacovigilance (PV) database

*Educate customers on Zoetis product, service and program offerings, following up with additionalinformation when necessary

*Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure apositive customer experience with fiduciary accountability to the business

* Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer

* Utilize phone, workforce management and QA systems with ease and efficiency

* Maintain collegial, team-player attitude when interacting with VMIPS colleagues

* Complete ongoing required training within stipulated time-frames

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

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