Customer Support

About the job Customer Support

Customer Care & Support Representative Veterinary or Healthcare Experience Preferred

Job Type:

Full-time

About the Role:

We are seeking a dedicated Customer Care & Support Representative to join our dynamic team. In this role, you will be the front-line support for both veterinary and consumer customers, handling inbound calls, emails, chats, and social media inquiries. Ideal candidates will bring prior experience working in the veterinary or healthcare industry and thrive in a fast-paced, service-oriented environment.

Key Responsibilities:

Respond to inbound calls, emails, chats, and social media messages professionally and efficiently

Promote monthly specials and staff programs during veterinary clinic calls

Upsell and promote new products as appropriate

Process customer orders and returns accurately

Set up new accounts in SAP, verifying appropriate credentials for veterinary or healthcare professionals

Manage premium requests and track order fulfillment and backorders

Maintain up-to-date product and program knowledge

Escalate inquiries to the appropriate team or supervisor when necessary

Address after-hours voicemail messages in a timely manner

Support special programs (e.g., IAADP, Guide Dog Foundations, Vet Student Program)

Cross-train within the department and contribute to team productivity

Complete assigned projects by deadlines

Collaborate effectively with other departments Preferred Experience:

Veterinary, pet health, or healthcare company experience strongly preferred

Familiarity with veterinary terminology or products is a plus Requirements:

High School diploma or GED required

Minimum 2 years of professional customer service experience, preferably in a call center environment

Strong communication skills (verbal and written)

Detail-oriented with excellent organizational and multitasking skills

Proficiency in Microsoft Office Suite

Experience with SAP and/or Imagic is a plus

Must be dependable with regular attendance and the ability to work in a team setting