Triage Specialist

1 week ago

Kalamazoo, United States Zoetis, Inc Full time

Role Description

The role of a Precision Animal Health (PAH) customer triage specialist (CTS) is to categorize, prioritize and distribute customer inquiries to the appropriate pillar of the customer experience team.

They will act as the first line of communication for all phone inquiries. Impecable customer experience is top priority.

Position Responsibilities

  • Promote an Excellent Customer Experience by categorizing, prioritizing and distributing customer inquiries
  • Handle customer calls to answer first level questions and address concerns and remain solution-driven
  • Actively listen to a customers‘ goals to identify the correct Zoetis resources to achive a positive outcome for our customers. Connect the customer with the appropriate resources
  • ‘Delight the Customer‘ in all interactions by providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals
  • Manage multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail
  • Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
  • Consistently achieve departmental performance requirements
  • Teamwork - share, collaborate and act as a team player.

Organizational Relationships

  • This position requires communication with external customers and the field force (ABM, DPS, TBM)

  • Collaborate with other pillars of the PAH customer experience team

Education and Experiences

  • Undergraduate degree (BS/BA) preferred
  • 1 year customer experience
  • Knowledge of beef and or dairy operations is preferred

Technical Skills Required

  • Excellent written and oral communication skills
  • Previous training/onboarding experience preferred
  • Proficiency in PowerPoint, Excel, and Word applications
  • Knowledge retention and recall
  • Experience using a CRM (TouchPoint preferred)

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of ‘@zoetis.com‘. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

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