Veterinary Support Specialist

4 weeks ago

Fort Myers, Florida, United States Alta Resources Full time
About the Role

The Veterinary Support role at Alta Resources is a unique opportunity to utilize your veterinary expertise to provide peer review of health concerns involving pets. As a Veterinary Support Specialist, you will be responsible for reviewing veterinary records related to alleged health concerns received both internally and externally via phone, email, mail, and social media.

With your expertise in veterinary medicine and medical vet records, you will assess the accuracy and validity of the health concerns presented. Your role will also involve delivering superior support for customer service experiences to consumers contacting Purina Pet Care via phone, email, mail, and social media.

You will work closely with management to provide guidance on handling sensitive health concerns and offer support and advice on how to best handle these situations with empathy, professionalism, and confidentiality.

Key Responsibilities
  • Ensure 100% of consumer interactions are reviewed and assessed on quality of information captured in a designated database within an agreed-upon timeframe.
  • Partner with all levels within the organization and communicate directly with the client contact and consumer's veterinarian.
  • Assist with training for both new hires and refresher training within the area of expertise to include: basic pet care, pet health, and pet nutrition.
  • Complete requested follow-up action on consumer interactions.
  • Identify and document serious contacts as defined in SOPs. Escalate interactions to management as appropriate.
  • Leverage knowledge and experience to help create and possibly train contact center employees, equipping them with the necessary skills and knowledge to provide quality care and support to pets and their owners.
  • Establish and maintain a high-level of knowledge of Purina Pet Care products and services, across multiple business units.
  • Manage consumer-reported adverse events, product complaints, and consumer questions and comments on the telephone and through e-mail, mail, and social media.
  • Build rapport and loyalty with consumers through exceptional verbal and written interactions.
Requirements
  • Doctor of Veterinary Medicine or equivalent is required.
  • 1+ years in a small animal private practice or an internship is required.
  • Minimum of 3+ years' experience in private practice or similar industry is strongly preferred.
Technology Skill Base

This position requires a working knowledge of computer technology and ability to maintain strong competencies with all computer systems and processes involved in the handling of consumer interactions within the Purina Pet Care Center.

Individual must possess the ability to learn and understand new software and other technology applications as introduced by both the Client and Alta Resources.

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