Customer Support Specialist - RL

Customer Support Specialist

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Work Shift: Requires Saturday shift, and some Holidays

Work Type: On-Site. This is an On-Site role based out of our Location in Loveland, Colorado OR Fountain Valley, CA OR Lake Success, NY

The Target Pay for this position is $21.00-$25.00 an hour. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy. This position requires a professional with strong relationship building and communication skills. The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.

Essential Duties and Responsibilities

• Provides superior customer service and remains solution driven with all customers and/or customer concerns.
• Provide phone coverage within the queue.
• Handles customer issues, as needed, to ensure quality customer service.
• Effectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite.
• Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
• Investigate customer issues and finds appropriate solutions.
• Takes incoming calls and places orders for supplies or consumables, or handles inquiries as requested.
• Manages appropriate distributor relationships and other partnerships.
• Updates data in Salesforce.com and sets up new accounts.
• Communicates potential sales opportunities via leads to appropriate teams.
• Other duties as assigned.

Education and Experience

• High school diploma required.
• Associates degree in business or veterinary related field, or equivalent related experience preferred.
• Minimum of 2 years' experience in call center environment is preferred.
• Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.

Knowledge, Skills and Abilities

• Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.
• Strong organizational skills and attention to detail.
• Demonstrated ability to approach problems and find appropriate solutions.
• Ability to work effectively in a team environment.
• Ability to adapt and be flexible in a variety of situations.
• Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.
• Accurate and efficient data entry skills.
• Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.
• Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.
• Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.