Key skills
AgileCommunication
About this role
Role Overview
- Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc.
- Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses.
- Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed.
- Facilitate and help to manage potential call outs with current processes in place.
- Proactively document rainy day scenarios as encountered and share any key learnings with the team.
- Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately.
- Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.
Requirements
- 2+ years experience in client/customer support, ideally in an early-stage start-up environment.
- Vet technician/animal healthcare industry experience a plus
- Proactive, organized and accurate in all internal and external company communications.
- Excellent communication & organizational skills.
- Familiar with customer support tools/software.
- Timely and efficient in task accuracy and completions.
- Flexible & agile, ability to pivot quickly.
- Driven to improve processes/ communications.
- Excited to join an ever growing team of professional diverse individuals.
Benefits
- Stipends for home office setup, continuing education, and monthly wellness.
- Comprehensive health benefits to fit your needs with base medical plan covered at 100% with optional premium buy up plans.
- 401K
- Unlimited Paid Time Off.
- Paid Maternity/Paternity and reproductive care leave.
- Gifts on your birthday & anniversary.
- Opportunity for domestic travel, including for regional team building events.