Vetsource

Call Center Advisor, Tier 1

Vetsource

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $19 - $20 per hour

Job Level

Junior

About the role

  • Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations
  • Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued
  • Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives
  • Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service
  • Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information
  • Help shoppers place web orders, re-orders, and autoships
  • Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems

Requirements

  • High School diploma or G.E.D.
  • At least 1 year of customer service experience
  • Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology
  • Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective manner
  • Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
  • Ability to multitask efficiently with error-free written work
  • Ability to diffuse emotional situations on the phone and de-escalate difficult situations
  • Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service
  • Ability to be trained via self-guided e-learning
  • Ability to type accurately and for long periods of time; average typing speed 40 WPM
  • Consistent and reliable attendance is required
  • Must be able to work rotating Saturdays, or willing to work permanent Saturdays
  • Preferred Experience and Qualifications: Veterinary clinic or animal-related call center experience
  • Bilingual in Spanish
  • Remote work experience
Benefits
  • Competitive pay and benefits including medical, vision*, dental, and life insurance
  • Employee Assistance Program
  • Pet insurance* and Virtual vet care
  • PTO, Holidays, Floating Holidays, and Volunteer Day
  • Retirement Savings Plan (401k/ RRSP) with employer matching program
  • Paid parental leave
  • Flexible scheduling and remote work where possible
  • The opportunity to join one of our Associate Resource Groups, and fun company events!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service experiencetroubleshootingtypingproblem resolutionweb order managementbilling issue resolutionsoftware updatesinternet connectivityVPN knowledgemultitasking
Soft Skills
active listeningemotional de-escalationself-managementcommunicationcollaborationtime managementattention to detailadaptabilitycustomer advocacyreliability
Certifications
High School diplomaG.E.D.