Call Center Advisor 1 - Tier 1 (Retail) (Remote)

About the position At Vetsource, we are seeking a Call Center Advisor 1 - Tier 1 (Retail) to provide first-tier customer service support for inbound calls to our call center. This full-time, remote position is designed for individuals who are passionate about pets and want to make a positive impact in the pet healthcare industry. As a Tier 1 advisor, you will be multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and eConnect partner CSRs on a wide variety of topics. You will progressively learn more to resolve common customer issues, ensuring that our clients feel supported and valued. In this role, you will be responsible for answering calls from clients to address their needs, complaints, or other issues with products or services. You will keep records of all customer conversations and respond efficiently and accurately to callers. Engaging in active listening, you will confirm or clarify information, identify customer needs, research issues, and provide solutions and/or alternatives. You will also exhibit understanding and strive to meet or exceed call center metrics while providing excellent, consistent customer service. Additionally, you will provide problem resolution on billing or shipment issues, update online customer records, and help shoppers place web orders, re-orders, and autoships. Collaboration with other departments will be essential as you advocate for Vetsource customers and creatively resolve problems. This position is ideal for someone who enjoys working in a fast-paced environment and is committed to delivering exceptional customer service.

Responsibilities

• Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations.

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• Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued.

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• Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives.

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• Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service.

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• Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information.

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• Help shoppers place web orders, re-orders, and autoships.

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• Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems.

Requirements

• High School diploma or G.E.D.

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• At least 1 year of customer service experience.

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• Veterinary clinic or animal-related call center experience.

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• Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology.

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• Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.

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• Ability to multitask efficiently with error-free written work.

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• Ability to diffuse emotional situations on the phone and de-escalate difficult situations.

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• Good verbal communication skills with the ability to communicate professionally, tactfully and empathetically, in a professional, clear, and concise manner.

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• Ability to type accurately and for long periods of time; average typing speed 40 WPM.

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• Consistent and reliable attendance is required.

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• Must be able to work rotating Saturdays.

Nice-to-haves

• Bilingual in Spanish

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• Remote work experience

Benefits

• Competitive pay and benefits including medical, vision, dental, and life insurance.

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• Employee Assistance Program.

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• Pet insurance and Virtual vet care.

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• PTO, Holidays, Floating Holidays, and Volunteer Day.

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• Retirement Savings Plan (401k/ RRSP) with employer matching program.

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• Paid parental leave.

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• Flexible scheduling and remote work where possible.

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• The opportunity to join one of our Employee Resource Groups, and fun company events!

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