Customer Support Consultant - Lab Liaison

IDEXX reference laboratories is a global network united by a shared commitment to enhancing pet care. The true strength in our name is the people behind it, including this role. Our reference laboratories enable customers to discover more through innovation, personalized support, guidance, and expertise, offering the most complete and advanced menu of diagnostic tests along with technology and tools.

About the role

As a Customer Support Consultant on our Lab Liaison team, you will collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and testing issues. You will provide proactive customer outreach and resolve issues promptly to ensure an optimal customer experience.

Responsibilities

• Provide proactive customer outreach and resolve issues promptly to ensure an optimal customer experience.
• Collaborate with team members across IDEXX to research and resolve Reference Lab customer concerns and lab sample testing issues.
• Maintain strong internal and external customer relationships through professional, clear, and empathetic communication.
• Support quality management systems and compliance requirements.
• Handle challenging conversations with professionalism and empathy, ensuring customer needs are met throughout the process.
• Ability to be on the phone/computer for up to 8 hours per day.

Requirements

• High School diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Proficiency in Microsoft Office and other relevant systems, with technical aptitude to learn new tools, lab processes, and diagnostic terminology.
• Strong customer service and interpersonal skills with experience in building and maintaining relationships.
• Analytical and problem-solving skills to research and resolve issues effectively, using critical thinking to make sound decisions.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally.
• Ability to work collaboratively in a team-oriented environment, including across international teams and diverse cultures.
• Commitment to continuous learning and improvement, staying current with evolving processes, tools, and industry standards.
• Strong attention to detail and dedication to data accuracy and integrity to support compliance and quality standards.
• Ability to meet the physical requirements of the role, including extended periods of sitting, frequent use of phones and computers, occasional lifting of items up to 25 pounds, and visual and auditory acuity for accurate computer work and effective phone communication.

Preferred Qualifications

• Experience in a technical field, veterinary practice, laboratory setting, and/or contact center environment.
• Fluency in both French and English languages (verbal, reading, and written).

Benefits

• Health, dental, and vision benefits starting day one.
• 5% matching 401k.
• Opportunity for annual cash bonus and performance-based annual merit increase.
• On-the-job training and career advancement opportunities.
• Additional benefits including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, and foundation donation matching.

Pay

Targeting $23.25 per hour.

Schedule

• Full-time, benefitted position.
• Monday - Friday, 8:30 AM - 5:00 PM.
• Rotating Saturday shifts (with a day off during the week).
• Shifts and hours may vary slightly depending on business needs.
• Reliable and dependable attendance is an essential function of this position.