Customer Care Veterinary Technician

Job Description:

• Deliver superior first-line customer support through easy, efficient and empathetic interactions
• Answer and resolve inbound companion animal and livestock customer contacts via all approved channels
• Speak with veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
• Document reported adverse events involving Zoetis products and comply with pharmacovigilance requirements and standards
• Respond to routine and complex inquiries and complaints according to VMIPS and VMRA standard operating procedures
• Follow processes for accurate data entry, medical investigation, responses, follow-up and pharmacovigilance database use
• Educate customers on Zoetis product, service and program offerings
• Administer relevant marketing guarantee programs, including ISG and Satisfaction Guarantee
• Liaise with Operations, Marketing, Sales and Manufacturing teams to identify customer outcomes
• Utilize phone, workforce management and QA systems
• Complete required ongoing training
• Participate in departmental and weekly team meetings

Requirements:

• Veterinary Technician Credential (CVT, RVT, etc) in good standing preferred
• Bachelors degree preferred
• 5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment
• Excellent verbal, written and interpersonal communication skills
• Excellent organizational skills, with a detailed oriented approach
• Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook
• Proficiency in data entry applications
• Experience in conflict resolution or grief counseling
• Clear, articulate and grammatically sound speech and professional phone manner
• Passion for providing customers with superior support and service
• Ability to learn, understand and communicate complex information over the telephone
• Strong rapport building skills and active listening skills
• Ability to display high levels of initiative, effort and commitment to successfully complete projects and assignments
• Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge
• Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues
• Must be self-motivated and disciplined
• Ability to thrive in a changing environment independently and as a team member
• Flexibility and ability to handle multiple tasks simultaneously
• Must be able to successfully complete training and meet training expectations to service customers
• Ability to work rotating shifts, Monday through Friday, including some evenings and holidays
• All applicants must possess or obtain authorization to work in the US for Zoetis

Benefits:

• Healthcare and insurance benefits beginning on day one
• 401K plan with a match
• Profit-sharing contribution from Zoetis
• 4 weeks of vacation
• Short-term incentive compensation eligibility