• Using a live chat system, you will respond to customers in an efficient and timely manner • Deliver outstanding customer service whilst adhering to operational SLAs and Customer Satisfaction targets • Investigate and resolve customer issues quickly and efficiently • Contribute and share ideas to improve the quality & speed of P5D customer support • Understand, research and escalate our customers’ feedback to management • Represent the brand. As the voice of P5D you’ll always provide an engaging and positive customer experience. • Know P5D product inside and out so that you can answer questions. • Work the day shifts between 9.00 - 21.00 EEST (2 days on, 2 days off rotation)

• Handling inquiries via inbound and outbound phone calls, email, and chat. • Customer support: As the first point of contact, you assist our customers with their questions. • With your product expertise, you help existing customers with their needs and inquiries regarding their supplemental dental insurance plans. • Knowledge management: You support the creation and ongoing development of our digital knowledge base. • Process optimization and automation: You make an important contribution to improving and optimizing our processes and the customer journey in the area of Customer Success.

Field Support Representative Fixed term – 18 month contract IDEXX is a leading veterinary diagnostics company, creating some of the most innovative products and services in the industry, each of which helps keep pets and livestock healthy. Veterinary practices and clinics depend on our products and our highly skilled field teams who provide customers with support and advice. We are looking for a Field Support Representative (FSR) in Ireland, with effective communication skills, strong self-organization, and who can approach every customer interaction with empathy and passion. As a Field Support Representative, you will work closely with Field Sales Professionals and other internal teams to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities. You will install, onboard and train the staff in the clinic on the best way to use IDEXX products and services, while also identifying additional customer needs and presenting solutions to help. As an FSR, you will also assist with critical customer need visits, providing onsite technical support when things are not going according to plan. FSRs are expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate industry events/tradeshows. The Field Support Representative positions are field based in which you will work and travel from a home office. You would utilize a wide array of programs and tools to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. No two days are the same, and you would be accountable for managing your schedule and travel based on the unique attributes and needs of your territory and customers, while also keeping a focus on your own professional development and growth. What do you need to succeed? - Being able to build relationships with all personalities is a must! You would get to visit some amazing people and places as you work. - To be successful in this role you will need to possess a minimum of three (3) years veterinary clinic experience with a training and/or practice management background strongly preferred – in addition a Veterinary/Veterinary Nurse or other applicable degree preferred. - You can effectively communicate and collaborate with customers, management, and peers. - You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. Presenting a professional brand for yourself and IDEXX at all times. - You must be comfortable learning and using technology such as computers, tablets and Smartphones. Computer networking experience is preferred - You have a full UK driving license & you’re happy to be travelling up to 70% of your time within the territory to customer locations – with overnight stays if required. In this role: - Provides on-site customer support related to Company product or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines. - Installs equipment at customer locations. Assembles components and tests operation. Adjusts equipment as needed, coordinating with in-house resources and others. - Trains customers in the use of Company products, equipment and services. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of Company products and services. - Troubleshoots customer problems and issues with Company products and services. Diagnoses and fixes problems with assistance of in-house technical resources and others as needed. Plans and implements strategies for addressing more complex issues as needed. - Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience. - Communicates customer needs for additional products and services to sales team, research & development and others. Coordinates other teams and additional resources to address customer issues as needed. Ensures ongoing customer satisfaction. - Researches customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience. - Details benefits of additional Company products and services as appropriate. - Documents customer visits and interactions. - Supports quality management system and other compliance requirements. Why IDEXX: We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, colour, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! For more information about our benefits, see below! We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet." Starting pay range: $17-$23.50/hr Candidate reside in Pacific Standard Time location Key Relationships: - Planning & Scheduling Supervisor - Planning & Scheduling Sr. Leader - Director Routing and Scheduling - VP Logistics - Branch Managers, Service Managers, and Technicians - Contact Center colleagues - North America Managers and Colleagues - Key customers - Strong relationships within customer organization and Field Job Summary: This role will utilize route analysis software to adjust territory plans to create effective and efficient daily and weekly tactical route plans for assigned branch locations. They will perform data analysis of plans, resource availability and territory. This role will also maintain geographic codes, addresses and customer information and Report metrics on a daily basis to Service Planning Supervisor and Branch Managers/Technicians. Key Performance Indicators: - Work Orders scheduled per day/month - 30 and 60 day completion rate - Planned Miles between Work Order Principal Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following: - Creates route plans using work order data and route analysis software - Communicates routes within assigned territory to service personnel - Summarizes and reviews plans daily with the Service Planning Supervisor - Creates summary reports daily and provides to supervisor - Performs other duties as assigned CANDIDATE SUMMARY Required Experience: - Advanced knowledge of Routing and Scheduling software systems - Advanced knowledge of the company’s branch service department as it relates to resources, territory structure, advanced planning of recurring services and schedule availability for unplanned demand - Verbal and written communication skills, including public speaking - Analytical skills and attention to detail - Advanced skills with MS Office Applications (Word, Excel, Outlook, PowerPoint) - Ability to read, analyze, and interpret general business documents, maintenance instructions, procedural manuals and/or government regulations - Ability to manage multiple, repetitive tasks - Basic understanding of texting software or other forms of software needed to accomplish this objective - Ability to effectively interact with co-workers and the public - Basic knowledge of the company’s operating systems Required Leadership Traits and Characteristics: - Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required. - Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details. - Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders. Formal Education, Qualifications or Training: - High school diploma or (GED) or equivalent combination of education and/or experience in the service industry - 1-2 years of related experience as dispatcher and/or customer service agent Physical Demands and Working Conditions: The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent must be prepared to: - Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. - Sitting for long periods of time while using office equipment such as computers, phones and etc. - Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment. - Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment. Incumbent is required to have: - Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading. Incumbent will be subject to: - Inside working conditions: The change of building environment such as with or without air conditioning and heating. Pay Range Hourly: $17.00 - $23.50 Why Choose Us? A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria. Click here to read more about our Total Rewards Program which includes:  Professional and Personal Growth - Multiple avenues to grow your career - Training and development programs available - Tuition Reimbursement benefits (for FT Colleagues) Health and Wellness - Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1 - Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more Savings and Retirement - 401(k) retirement plan with company-matching contributions Work-Life Balance - Vacation days & sick days - Company-paid holidays & floating holidays - A company mindset that prioritizes health, safety, and flexibility We are looking for individuals who want to make a difference where our customers live and work.  Is that you? This company is a Drug Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. California residents click here to review your privacy rights. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply. The following applies where applicable by law: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Employees in this position perform work within customer's residences, property, and places of business often unsupervised and with access to vulnerable populations. They may have access to company and customer's records including personal identifiable information, financial records, make financial quotes and commitments on behalf of the company, use, handle, and have access to regulated chemicals that could cause harm to humans or the environment if used inappropriately. They work closely with other colleagues, vendors and/or customers and must be able to resolve conflicts and disputes in a non-violent and non-disruptive manner. They may drive a company vehicle as a primary duty and must safely operate a vehicle on the public streets, and receive company equipment to perform work.