Call Center Advisor 1 - Tier 1

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.

About the role

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.

Responsibilities

• 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

Requirements

• 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 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
• Reliable internet access is required
• Sitting/standing at a desk working on a computer for long periods of time

Preferred Qualifications

• Veterinary clinic or animal-related call center experience
• Bilingual in Spanish
• Remote work experience

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

Pay

Pay Range (US based applicants): $19.00 - $19.50 / 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.