Customer Support Specialist

2 weeks ago

Fountain Valley, United States Antech Diagnostics Full time

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Must be located in or around Fountain Valley, CA

Job Purpose/Overview

The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy. This position requires a professional with strong relationship building and communication skills. The Customer S upport Specialist accurately enters orders and is knowledgeable about Antech products and programs.

Essential

**Responsibilities**:
Provides superior customer service and remains solution driven with all customers and/or customer concerns.

Provide phone coverage within the queue

Handles customer issues, as needed, to ensure quality customer service.

Effectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software, E nterprise R esource P lanning (ERP) Software, and Microsoft Suite.

Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.

Investigates customer issues and finds appropriate solutions.

Takes incoming calls and places orders for supplies or consumables, or handle s inquiries as requested.

**Additional f or Reference Lab Team members**:
Fax reports via automated and/or manual methods

Process requests to add, cancel and/or recheck tests

Process supply orders

Understand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratory

Accurately relay proper specimen handling requirements

Accurately relay test turnaround times

Verbally communicate test results over the phone when requested

Locate and pull test request forms to verify information as requested by the client

Effectively navigate through laboratory and CRM software systems

Provide detailed notes within accessions

Accurately create and turn over problem cases

Transfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriate

Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory

Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution

Effectively handle consultation calls once the CS queues are mastered:
Set-up and transfer calls to either Internal Medicine or Exotic consultants

Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines

Education and Experience

High school diploma required.

Associates degree in business or veterinary related field, or equivalent related experience preferred.

Minimum of 2 years’ experience in call center environment is preferred.

Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.
Knowledge, Skills and Abilities

Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.

Strong organizational skills and attention to detail.

Demonstrated ability to approach problems and find appropriate solutions.

Ability to work effectively in a team environment.

Ability to adapt and be flexible in a variety of situations.

Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.

Accurate and efficient data entry skills.

Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.

Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.

Working Conditions

The Target Pay Range for this position is $21.11 - $25.48 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
Full-time employees are eligible for the following benefits and more:
Medical, Dental, Vision (multiple plans available)

Basic Life (company paid) & Supplemental Life

Short and Long Term Disability (company paid)

Flexible Spending Accounts/Health Savings Accounts

P

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