Veterinary Customer Solutions & Support Representative – Client Success & Case Management Specialist in the Animal Health Distribution Industry

About brighthush

At brighthush, we are on a mission to transform the animal health landscape by delivering innovative solutions that improve the lives of pets, livestock, and the people who care for them. Our portfolio spans cutting‑edge diagnostics, therapeutics, and distribution services that empower veterinarians, animal hospitals, and retail partners to provide the highest standard of care. We believe that every interaction—whether it’s a phone call, an email, or a digital ticket—has the potential to make a difference. That’s why we’re looking for passionate, customer‑centric professionals who want to be part of a team that puts animals and their caregivers first.

Role Overview

As a Veterinary Customer Solutions & Support Representative at brighthush, you will serve as the frontline advocate for our veterinary partners across the United States. You’ll manage a dynamic queue of inquiries, resolve complex issues, and collaborate with cross‑functional teams to ensure seamless service delivery. Your work will directly impact the satisfaction of veterinarians, animal hospitals, and retail partners, helping them to focus on what matters most: the health and wellbeing of animals.

Shift Details

• 8:00 AM – 5:00 PM MST (Monday‑Friday) • Full‑time position with flexible scheduling options to support work‑life balance.

Key Responsibilities

• Queue Management & Prioritization: Maintain a personal work queue by triaging customer inquiries, cases, and transactions to meet service‑level agreements (SLAs) and quality targets.
• Issue Resolution: Resolve routine and selected non‑routine customer issues using established policies, procedures, knowledge articles, and system workflows.
• Data Validation & Accuracy: Review customer, order, account, or case information to validate completeness, identify discrepancies, and correct or route issues with clear supporting notes.
• Stakeholder Communication: Communicate with customers and internal partners to obtain missing information, provide status updates, confirm next steps, and complete accurate handoffs.
• Documentation & Reporting: Record case actions, outcomes, and required documentation in designated systems to support audit readiness, service continuity, and reporting accuracy.
• Process Improvement: Use standard reports, checklists, and data points to identify recurring errors or service gaps and implement minor process or template improvements within approved guidelines.
• Escalation Management: Escalate atypical, high‑risk, or complex issues with a clear summary of the problem, actions taken, and recommended next steps.
• Continuous Learning: Stay current on product updates, industry trends, and regulatory changes that impact veterinary practice and distribution.

Essential Qualifications

• High School Diploma, GED, or equivalent experience.
• Minimum of 2 years’ experience in customer service, contact center operations, help desk support, or a related operational support field.
• Strong written and verbal communication skills in English.
• Proficiency with CRM systems, ticketing platforms, and Microsoft Office Suite.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.
• Excellent problem‑solving skills and a customer‑first mindset.

Preferred Qualifications

• Certification in customer service, IT service management, contact center operations, or healthcare administration.
• Experience in the animal health or pharmaceutical distribution industry.
• Knowledge of veterinary terminology and common clinical workflows.
• Exposure to compliance standards such as HIPAA, FDA regulations, or state veterinary licensing requirements.

Skills & Competencies

• Customer‑Centricity: Passion for delivering exceptional service and building lasting relationships with veterinary partners.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and recommend actionable solutions.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Collaboration: Work effectively with cross‑functional teams such as Sales, Operations, and Product Support.
• Time Management: Prioritize tasks, manage multiple cases simultaneously, and meet SLA targets.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Solutions & Support Representative, you’ll have access to:

• On‑the‑job training modules covering product knowledge, compliance, and advanced customer service techniques.
• Mentorship programs pairing you with senior leaders in Customer Success and Operations.
• Cross‑training opportunities in Sales, Product Management, and Supply Chain to broaden your skill set.
• Annual performance reviews with clear pathways to promotion into Team Lead, Senior Support Specialist, or Customer Success Manager roles.
• Access to industry conferences, webinars, and certification courses at no cost.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and impact. You’ll work in a collaborative, supportive environment where ideas are valued and contributions are recognized. Our core values—Integrity, Excellence, Compassion, and Collaboration—guide every decision and interaction. We celebrate diversity, encourage continuous learning, and promote a healthy work‑life balance through flexible scheduling and remote work options.

Compensation & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Paid parental leave and caregiver support.
• Employee wellness programs, including mental health resources and fitness stipends.
• Flexible spending accounts for dependent care and health expenses.
• Employee assistance programs and financial planning services.

How to Apply

Ready to make a difference in the animal health industry? Submit your application through our careers portal or click the link below to join the brighthush team.

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Equal Employment Opportunity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Accommodations

We are committed to providing reasonable accommodations to individuals with disabilities during the hiring process. If you need an accommodation, please contact us at 888‑692‑2272 or email [email protected]. We will work with you to determine appropriate accommodations on a case‑by‑case basis.