Customer Support

Customer Care & Support Representative Veterinary or Healthcare Experience Preferred

Job Type:

Full-time

About the Role:

We are seeking a dedicated Customer Care & Support Representative to join our dynamic team. In this role, you will be the front-line support for both veterinary and consumer customers, handling inbound calls, emails, chats, and social media inquiries. Ideal candidates will bring prior experience working in the veterinary or healthcare industry and thrive in a fast-paced, service-oriented environment.

Key Responsibilities:

• Respond to inbound calls, emails, chats, and social media messages professionally and efficiently
• Promote monthly specials and staff programs during veterinary clinic calls
• Upsell and promote new products as appropriate
• Process customer orders and returns accurately
• Set up new accounts in SAP, verifying appropriate credentials for veterinary or healthcare professionals
• Manage premium requests and track order fulfillment and backorders
• Maintain up-to-date product and program knowledge
• Escalate inquiries to the appropriate team or supervisor when necessary
• Address after-hours voicemail messages in a timely manner
• Support special programs (e.g., IAADP, Guide Dog Foundations, Vet Student Program)
• Cross-train within the department and contribute to team productivity
• Complete assigned projects by deadlines
• Collaborate effectively with other departments

Preferred Experience:

• Veterinary, pet health, or healthcare company experience strongly preferred
• Familiarity with veterinary terminology or products is a plus

Requirements:

• High School diploma or GED required
• Minimum 2 years of professional customer service experience, preferably in a call center environment
• Strong communication skills (verbal and written)
• Detail-oriented with excellent organizational and multitasking skills
• Proficiency in Microsoft Office Suite
• Experience with SAP and/or Imagic is a plus
• Must be dependable with regular attendance and the ability to work in a team setting