Customer Service Specialist

📋 Description

• • Deliver first-line customer support to veterinary clients and internal colleagues through inbound calls and emails, aiming to delight customers with personalized, efficient, and enthusiastic interactions.
• • Handle 80–120 inbound calls and emails daily, with occasional outbound calls, while maintaining accuracy and responsiveness in a high-volume environment.
• • Process customer orders and service requests using SAP, Service Cloud, and Laboratory Information Systems (LIS) with precision and speed.
• • Resolve customer billing inquiries and payment requests, including initiating credits and debits to address disputes.
• • Educate customers on Zoetis Reference Laboratories’ diagnostic test menus, service offerings, and program details, providing follow-up information as needed.
• • Collaborate cross-functionally with internal teams including Specialized ZRL Support, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, and Logistics to ensure accurate and timely resolution of customer issues.
• • Maintain up-to-date knowledge of Zoetis diagnostic test menus and company policies through ongoing training and departmental meetings.
• • Document all customer interactions in accordance with standardized procedures to ensure consistent, high-quality service delivery.
• • Utilize the Five9 phone system effectively to manage call volume, track interactions, and meet performance metrics.
• • Consistently achieve and exceed departmental performance requirements related to call handling, accuracy, and customer satisfaction.
• • Adhere to all Zoetis compliance standards, controls, policies, and practices in daily operations.
• • Work a flexible schedule that includes nights and Saturdays to support a national 6-day-a-week business operation, with availability during 8:00 AM – 8:30 PM EST Monday–Friday and 9:00 AM – 5:30 PM EST Saturday.
• • Demonstrate a positive, solution-driven attitude and strong work ethic, consistently going the extra mile to ensure customer success.
• • Balance multiple tasks simultaneously with minimal supervision, applying strong time management, prioritization, and multitasking skills.
• • Communicate clearly and professionally via telephone and written channels, both internally and externally, with excellent oral and written communication skills.
• • Apply analytical and problem-solving skills to resolve complex customer issues and identify process improvements.
• • Work effectively both independently and as part of a collaborative team in a remote environment.