Customer Care Veterinary Technician

Job description

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers. The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution. Position Responsibilities: •Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs •Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines •Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation •Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards •Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs) •Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database •Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary •Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business • Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer • Utilize phone, workforce management and QA systems with ease and efficiency • Maintain collegial, team-player attitude when interacting with VMIPS colleagues • Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures • Participate in ongoing departmental and weekly team meetings Education and Experience: • Veterinary Technician Credential (CVT, RVT, etc) in good standing preferred • Bachelors degree preferred • 5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment. Technical Skills Requirements: •Excellent verbal, written and interpersonal communication skills •Excellent organizational skills, with a detailed oriented approach •Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook •Proficiency in data entry applications •Experience in conflict resolution or grief counseling •Clear, articulate and grammatically sound speech and professional phone manner •Passion for providing customers with superior support and service •Ability to learn, understand and communicate complex information over the telephone •Strong rapport building skills and active listening skills. •Ability to display high levels of initiative, effort and commitment to successfully complete projects and assignments •Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge •Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues •Must be self-motivated and disciplined •Ability to thrive in a changing environment independently and as a team member •Flexibility and ability to handle multiple tasks simultaneously •Must be able to successfully complete training and meet training expectations to service customers Physical Position Requirements: •Sitting •Standing •Ability to work rotating shifts, Monday through Friday, including some evenings and holidays The U.S. base salary range for this full-time position is $72,000 - $104,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. This position is also eligible for short-term incentive compensation. In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation. Visit zoetisbenefits.com to learn more. Full time Regular Colleague Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search. Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications. Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for