Customer Service Specialist

Role Description Zoetis Reference Laboratories is a new national veterinary clinical diagnostic laboratory network. We are focused on revolutionizing the reference laboratory space for companion animals. We are a team of friendly, motivated and highly collaborative business and veterinary professionals looking for top tier professionals to join our growing team. We are part of Zoetis; a Fortune 500 company focused on animal health. Our company focus is delivering exceptional service, and you will play an integral role in that effort. We need team players who are passionate about customer service and possess a “run it like you own it” mentality. The role of a Zoetis Reference Lab Customer Service Specialist (CSS) is to positively influence and delight customers in all interactions with the company. CSS must be able to jump in to any customer interaction to quickly produce positive results. Impeccable customer service is top priority. Job Duties: Ability to ‘Delight the Customer’ in all interactions by: Delivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail Providing superior customer service and remaining solution-driven with all customers Answer approximately 80-120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests. Execute outbound calls as needed. Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS Address customer billing inquiries and payment requests Facilitate customer disputes by initiating credits and debits Educate customers on Zoetis service and program offerings, following up with additional information when necessary Collaborate with internal teams for additional support such as Specialized ZRL Support groups, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, Logistics, etc. to ensure appropriate information is provided or communicated to exceed customer expectations Maintain working knowledge of Zoetis test menus. Participate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and procedures. Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience Utilize Five9 phone system with ease and efficiency Consistently achieve departmental performance requirements Maintains compliance with all Zoetis standards, controls, policies and practices Perform other duties as assigned by Customer Service Management Team Education/Experience: Associate or Bachelor’s degree highly preferred. High school diploma required. Minimum 1 year experience in a customer service-related field required Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred Knowledge of SAP, Salesforce, and/or LIS preferred Technical Skills Required: Proficient in Microsoft Office suite and web-based applications Possess a positive, outgoing, ‘Delight the Customer’ attitude in all interactions Able to work both in a team environment and independently Able to adapt and be flexible in various situations Strong work ethic; willing to go the extra mile to deliver quality work Excellent written and oral communication skills, especially over the telephone – both internally and externally Exceptional time management skills Ability to multitask and prioritize work Effective problem solving and analytical skills Physical Position Requirements: Ability to sit or stand for extended periods of time Ability to be on the phone for extended periods of time Ability to work between 8AM – 9:30PM EST Monday – Friday and 9AM – 8:30PM EST Saturday The US base salary range for this full-time position is $17.80 - $34.70. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation. Visit zoetisbenefits.com to learn more. Full time Regular Colleague Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search. Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications. Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [email protected] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis. Apply To This Job