Zoetis

Customer Service Specialist – Medical and Lab Liaison

Zoetis

full-time

Posted on:

Location Type: Office

Location: Louisville • Kentucky • Washington • United States

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About the role

  • Serve as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support
  • Provide comprehensive support for customer inquiries related to lab results, testing process or requirements
  • Intake and triage of escalated customer inquiries including understanding the issue and determining the best course of action
  • Actively work and resolve lab/medical problem samples
  • Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries
  • Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate
  • Act as a knowledge resource for Customer Service, assisting CSRs with questions about core lab activities
  • Work with various departments within the organization to resolve customer issues
  • Communicate effectively with customers and colleagues, keeping them informed of the progress
  • Analyze customer issues to identify underlying causes and prevent them from recurring
  • Identify trends and patterns in customer feedback and provide valuable insights for improvement
  • Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements

Requirements

  • Minimum 3 years experience in veterinary medical setting required (experience in laboratory diagnostics a plus)
  • MLT, MT, RVT, LVT, CVT or CLS Preferred
  • Broad clinical knowledge and an understanding of medical diagnostic testing experience are required (veterinary diagnostic testing knowledge strongly preferred)
  • Strong understanding of customer service principles and best practices
  • 2+ years’ experience in a customer-facing role
  • LIS (LabDAQ) experience a plus
  • Salesforce experience a plus
Benefits
  • Competitive healthcare
  • Retirement savings benefits
  • Array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources
Applicant Tracking System Keywords

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

Hard Skills & Tools
laboratory diagnosticsmedical diagnostic testingcustomer service principlesproblem resolutiondata analysistrend identification
Soft Skills
communicationcollaborationcustomer supportproblem-solvingknowledge sharing
Certifications
MLTMTRVTLVTCVTCLS