Customer Service Specialist

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $1.8k - $3.5k / month

⏰ Full Time

🟢 Junior

💝 Customer Support

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Zoetis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1952

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

Biotechnology • Pharmaceuticals • Science

Zoetis is the world's leading animal health company, committed to nurturing the world and humankind by advancing care for animals. With over 70 years of innovation, Zoetis develops a broad portfolio and pipeline of medicines, vaccines, diagnostics, and technologies that span a continuum of care to predict, prevent, detect, and treat animal illnesses. Operating in more than 100 countries, the company supports livestock farmers, veterinarians, and pet owners around the globe. Zoetis is driven by science and their shared passion for the human-animal bond, aiming to create a more sustainable and healthier world for all.

📋 Description

• Ability to ‘Delight the Customer’ in all interactions by: Delivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals • Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail • Providing superior customer service and remaining solution-driven with all customers • Answer approximately 80-120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests. Execute outbound calls as needed. • Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS • Address customer billing inquiries and payment requests • Facilitate customer disputes by initiating credits and debits • Educate customers on Zoetis service and program offerings, following up with additional information when necessary • Collaborate with internal teams for additional support such as Specialized ZRL Support groups, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, Logistics, etc. to ensure appropriate information is provided or communicated to exceed customer expectations • Maintain working knowledge of Zoetis test menus. • Participate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and procedures. • Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience • Utilize Five9 phone system with ease and efficiency • Consistently achieve departmental performance requirements • Maintains compliance with all Zoetis standards, controls, policies and practices • Perform other duties as assigned by Customer Service Management Team

🎯 Requirements

• Associate or Bachelor’s degree highly preferred • High school diploma required • Minimum 1 year experience in a customer service-related field required • Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred • Knowledge of SAP, Salesforce, and/or LIS preferred • Proficient in Microsoft Office suite and web-based applications • Possess a positive, outgoing, ‘Delight the Customer’ attitude in all interactions • Able to work both in a team environment and independently • Able to adapt and be flexible in various situations • Strong work ethic; willing to go the extra mile to deliver quality work • Excellent written and oral communication skills, especially over the telephone – both internally and externally • Exceptional time management skills • Ability to multitask and prioritize work • Effective problem solving and analytical skills

🏖️ Benefits

• healthcare and insurance benefits beginning on day one • a 401K plan with a match and profit-sharing contribution from Zoetis • 4 weeks of vacation