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Customer Service Representative II
Ref No.: 17-00260
Location: Duluth, Georgia
Demonstrate strong technical knowledge of FRONTLINE Brand and NEXGARD products, flea and tick biology and environmental influences. Utilize excellent communication, problem solving, and judgment to satisfy the needs of our customers.

Analyze incoming calls to determine appropriate Call Type based on Federal regulations. Understand and comply with regulatory business processes for handling and documenting for Suspect Animal Event (SAEs), Suspected Lack of Efficacy (LOE), and Product Quality Complaints (PQCs).

Utilize case management software to accurately create detailed call information and customer comments for every call interaction to include case updates. Investigate all complaints thoroughly by asking appropriate questions to determine the true nature of the event being reported. Use good judgment, analytical and data collection skills to obtain all pertinent information before submitting case for final review.

Request and receive appropriate documentation before processing SATISFACTION PLUS GUARANTEE and PQC requests. Analyze each request to establish eligibility to receive the SATISFACTION PLUS GUARANTEE or PQC. Adhere to all established BI and departmental policies and procedures. Process and submit documentation within established timelines to the appropriate teams for processing requests involving FRONTLINE Brand and NEXGARD products.

Keep FRONTLINE Manager and Team Leads informed of any suspicious calls, trends, potential threats and opportunities facing the department, the Enterprises and the Organization. Utilize good judgment to verify caller's identity in order to determine which information can legally be provided and to clarify which calls should be escalated to appropriate department for resolution.

Own a customer complaint until it is resolved. Expeditiously resolve customer complaints in a manner satisfactory to both the customer and the organization.

Provide proper team and departmental notifications per outlined protocols. Adhere to protocols for escalating calls and cases requiring assistance by teams and groups within and outside of VTS.

Required Qualifications:
  • Bachelor Degree, in Animal Science or Biological Sciences. Minimum accepted is an Animal Health Technician Certification.
  • 6+ months of veterinary practice experience.
  • Customer service experience.
  • Enthusiasm and the ability to service the customer via phone.
  • Excellent verbal communication skills and a friendly demeanor.
  • Strong organizational, analytical, judgment and interpersonal skills.
  • Proficient computer skills.
  • Strong work ethic.
  • Ability to perform at a very high level in a team based environment.
  • Strong typing skills.
  • Excellent organizational and multi-tasking skills.