Tier 2 Call Center Advisor (Government)
Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we're constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them.
If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you.
At Vetsource, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized people tend to only when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single requirement on the job posting, we still encourage you to apply.
WHO WE ARE LOOKING FOR
Tier 2 Call Center Advisor
As the first contact to our clients, the Call Center Advisor will provide exceptional customer service by answering questions, resolving problems, addressing issues regarding products and/or services, and provide support to resolve customer inquiries or concerns.
WHAT YOU'LL DO
Handle internal and external calls from Tier 1 advisors, pet owners, and retail partners that require a pharmacy technician.
Submit orders, update pet owner and pet information.
Accurately and efficiently review inbound faxes and enter prescription-related data into the pharmacy ordering and dispensing systems.
Transcribe, enter data, and accurately file written prescription information.
Salesforce CRM communications - call notes, account info and task updates.
Communicate with other departments via email, forms/spreadsheets, and ticketing systems.
Perform outbound courtesy calls to veterinary hospitals to facilitate prescription processing.
WHAT YOU BRING
Must be currently licensed or certified as a Pharmacy Technician in Oregon state. If an unlicensed candidate is selected, they will be required to obtain licensure within 30 days from accepted offer date.
High School diploma or G.E.D.
1+ years of customer service experience.
Strong communication, interpersonal skills, and telephone/email etiquette with the ability to effectively listen and communicate information in a clear and concise manner.
Excellent adherence to policies/procedures; demonstrates precision and good judgment at all times with respect to daily function.
Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
Strong organizational and time management skills with ability to work independently.
Excellent writing skills with great attention to detail.
Must be team-oriented, possess a positive attitude, and work well with others.
Excellent customer service skills with ability to effectively diffuse and resolve customer complaints.
Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology
Knowledge of Salesforce CRM.
Consistent and reliable attendance is required
Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
Ability to work in a fast-paced, rapidly changing environment and maintain attention to detail and accurate data entry
Ability to be trained via self-guided e-learning
Ability to type accurately and for long periods of time; average typing speed 40 WPM
Preferred Experience and Qualifications:
Veterinary experience
Bilingual in Spanish
WORKING CONDITIONS
Reliable internet access is required
Sitting/standing at a desk working on a computer for long periods of time
WHAT CAN YOU EXPECT FROM VETSOURCE
In addition to an inclusive and welcoming culture, Vetsource also offers:
- Competitive pay and benefits including medical, vision*, dental, and life insurance
- Employee Assistance Program
- Pet insurance* and Virtual vet care
- PTO, Holidays, Floating Holidays, and Volunteer Day
- Retirement Savings Plan (401k/ RRSP) with employer matching program
- Paid parental leave
- Flexible scheduling and remote work where possible
- The opportunity to join one of our Associate Resource Groups, and fun company events!
* For Canadian based associates these specific benefits are not included
OUR VALUES
In addition to the benefits listed above, all associates are expected to support and model Vetsource's Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive!
Pay range (US based applicants): $21.00 - $23.00 / hour
Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to job-related skills, experience, certifications, relevant education and training, while also considering internal equity.
The statements in this document are intended to describe the general nature and level of work being performed for this role, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Our pre-employment process in the US includes a background check as a part of the hiring process, and will include a drug screen for pharmacy related roles. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please email careers@vetsource.com, or if you have general questions relating to this process. No agencies please. We are an equal opportunity employer.
Vetsource is an E-verify employer.
www.vetsource.com
