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Customer Service Representative

Customer Service Representative

Purpose:  

The VIP Petcare Customer Service Representative is responsible for incoming and outgoing client calls in order to ensure client satisfaction within the Help Desk Department. The Customer Service Representative will provide information in response to inquiries about products and services and handle/resolve complaints.

Currently the Help Desk Department is operational Monday - Sunday.   We have a FULL-TIME position available, weekends are a must!  

Essential Duties:

  • Confer with Clients and employees by telephone to provide information about products or services, take or enter orders, or obtain details of complaints.
  • Contact clients to inform them of positive results and direct them as to appropriate next steps.
  • Log in client accounts any interactions or transactions, recording details of inquiries, complaints, or comments as well as actions taken.
  • Escalate unresolved client complaints to designated lead or manager for further investigation.
  • Enter Clinic Mail Orders.
  • Generate various reports including Missing OP/HW Label and Duplicates.
  • Assign and mail Rabies Tags.
  • Assist clients with Microchip Registration issues.
  • Process rebates.
  • Prepare blood and fecal tubes.
  • General clerical functions including filing, faxing and mailing records.
  • Review Rx requests.
  • Maintain regular and punctual attendance
  • Other duties or functions as requested.

Computer Skills and Software Used

  •  Outlook/Gmail, intermediate PC Skills.

Education and Training

  • High School Diploma or equivalent.
  • 1-2 years experience in a high volume customer service setting required.
  • Previous call center experience highly preferred.

Skills and Aptitudes

  • Giving full attention to customers, taking time to understand the points being made; convey information effectively.
  • Strong interpersonal skills, ability to apply logic and reasoning in the contact of the work.
  • Detail oriented ensuring accurate and reliable work product data entry.
  • Listen and understand information and ideas.
  • Handle multiple projects and meet deadlines.
  • Prepare Reports.
  • Interpret and apply instructions to guidelines to resolve work problems.
  • Display professional and positive conduct.
  • Ability to retain a plethora of information
  • Be able to multi-task
  • Confident in recommending product based on in-house training documents.
  • Ability to keep calm under pressure.
  • Must successfully pass criminal history background check

Environment

  • Sitting for prolonged periods of time at a desk in an office environment.
  • Typing for prolonged periods of time utilizing a desktop computer.
  • Speaking and using a telephone for prolonged periods of time.

VIP Petcare is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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