Customer Support Specialist – Reference Lab (Evergreen)

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.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Must be located in or near Loveland, CO

This is created for those who would like to be considered for a Customer support position in the future.

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 Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.

Essential Duties and 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, Enterprise Resource Planning (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 handles inquiries as requested.

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

Working Conditions

The associate is regularly required to apply manual dexterity, including hand / wrist flexibility, for computer keyboarding.

The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.

The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and / or move up to 15 pounds.