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For over 8,000 veterinary practices across the United States, Vetsource provides home-delivery pharmacy services and a suite of tools to increase revenue, impro
Call Center Advisor 1 - Tier 1
Location
PST (UTC-8)
Posted
5 days ago
Salary
$19 - $20 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Call Center Advisor 1 - Tier 1
Vetsource
Role Description This position provides first-tier customer service support for inbound calls, chats, and emails to our call center. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and retail partner CSRs on a wide variety of topics. T1 advisors can also expect to progressively learn more to resolve common customer issues. This is a full-time, remote position. Our call center operating hours are 5 AM - 5 PM Pacific Time M-F, and 7 AM - 1 PM Pacific Time on Saturday. Saturday availability for rotating shifts is required; permanent Saturday shifts are also available. What You'll Do - Respond to client calls/emails/chats to address their needs, complaints, or other issues with products or services while maintaining records of customer conversations. - Respond efficiently and accurately to queries; explain possible solutions and ensure that clients feel supported and valued. - Engage in active listening with customers; confirm or clarify information, identify customer needs, research issues and provide solutions. - Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service. - Provide problem resolution on billing or shipment issues, update online customer records including pets, payment methods, address and other critical shipping information. - Help shoppers place web orders, re-orders, and autoships. - Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems. Qualifications - 1+ year of customer service experience. - Computer skills and knowledge including familiarity with software programs, email, instant message, and Microsoft or Google Suite. - Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely manner. - Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc. - Ability to multitask efficiently with error-free written work. - Ability to diffuse emotional situations on the phone and de-escalate difficult situations. - Ability to self-manage and can carry out the responsibilities of your role with high quality work and strong customer service. - Ability to be trained via self-guided e-learning. - Ability to type accurately and for long periods of time; average typing speed 40 WPM. - Consistent and reliable attendance. - Must be able to work rotating Saturdays, or willing to work permanent Saturdays. Preferred Experience and Qualifications - Veterinary clinic or animal-related call center experience. - Bilingual in Spanish. - Remote work experience. Working Conditions - Reliable internet access is required. - Sitting/standing at a desk working on a computer for long periods of time. Benefits - 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!
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