Customer Service Specialist

Zoetis is a Fortune 500 company focused on animal health, and they are seeking a Customer Service Specialist to join their new national veterinary clinical diagnostic laboratory network. The role involves delivering exceptional customer service, managing inbound and outbound communications, processing customer orders, and collaborating with internal teams to exceed customer expectations.

Responsibilities:

• 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

Requirements:

• High school diploma required
• Minimum 1 year experience in a customer service-related field 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
• 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
• Associate or Bachelor's degree highly preferred
• Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred
• Knowledge of SAP, Salesforce, and/or LIS preferred