Customer Experience Specialist

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $19 - $30 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Zoetis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1952

🏥 Healthcare

🍽️ Food & Beverage

🏭 Manufacturing

Healthcare • Food & Beverage • Manufacturing

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

• Deliver first-line customer support and personalized customer experiences • Manage multiple tasks in a fast-paced, high-volume environment • Provide superior, solution-driven customer service • Ensure timely and successful delivery of products according to customer needs • Answer approximately 80 inbound calls, chats, and emails daily while accurately processing orders • Process phone, fax, email, and electronic customer orders in SAP • Execute outbound calls for marketing, sales, and business strategy campaigns • Apply up-selling techniques to satisfy customer needs and meet sales goals • Research and resolve billing inquiries, invoice issues, account balances, and customer deductions • Handle customer credit card payments while maintaining PCI compliance • Provide invoice, statement, and packing slip reprints • Liaise with Credit & Collections, Customer Service, Customer Master Data, Returns Centers, Operations, Marketing, Sales, and Logistics teams • Provide support for online technical issues and Petcare Rewards calls • Facilitate customer returns and manage disputes by initiating credits and debits • Educate customers on Zoetis products, services, and programs • Support Zoetis online platforms with registrations, site navigation, and issue escalation • Support web-based marketing programs, including rebate status and general inquiries • Maintain knowledge of Zoetis prescription, over-the-counter, and controlled drugs and competitor information • Participate in ongoing training and departmental meetings • Document customer interactions according to standard procedures • Use the Five9 phone system efficiently • Consistently achieve departmental performance requirements • Maintain compliance with Zoetis standards, controls, policies, and practices • Perform other duties assigned by Customer Service Management

🎯 Requirements

• High school diploma required • Associate or bachelor's degree highly preferred • Minimum 1 year experience in a customer service-related field required • Positive, outgoing “Delight the Customer” attitude • Ability to work both in a team environment and independently • Ability to adapt and be flexible in various situations • Strong work ethic • Excellent written and oral communication skills, especially over the telephone • Exceptional time management skills and ability to multitask and prioritize work • Effective problem solving and analytical skills • Sales skills with the ability to influence customers preferred • Proficient in Microsoft Office suite and web-based applications • Working knowledge of SAP preferred • All applicants must possess or obtain authorization to work in the US for Zoetis

🏖️ Benefits

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