Call Center Advisor 1 - Tier 1 (Retail)

Remote US

Full time

R-100753

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.

In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them.

If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you.

At Vetsource, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized people tend to only when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single requirement on the job posting, we still encourage you to apply.

WHO WE ARE LOOKING FOR

Call Center Advisor 1 - Tier 1 (Retail)

This position provides first-tier customer service support for inbound calls to our call center. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and Script Processing 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.

WHAT YOU’LL DO

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

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

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

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

WHAT YOU BRING

High School diploma or G.E.D.

At least 1 year of customer service experience

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

Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective 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; once trained, you can carry out the responsibilities of your role with high quality work and 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 is required

Must be able to work rotating Saturdays, or willing to work permanent Saturdays

Preferred Experience and Qualifications:

Veterinary clinic or animal-related call center experience

Bilingual in Spanish

Remote work experience

WORKING CONDITIONS

Reliable internet access is required

Sitting/standing at a desk working on a computer for long periods of time

WHAT CAN YOU EXPECT FROM VETSOURCE

In addition to an inclusive and welcoming culture, Vetsource also offers:

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!

For Canadian based associates these specific benefits are not included

OUR VALUES

In addition to the benefits listed above, all associates are expected to support and model Vetsource’s Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive!

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.

Vetsource

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