Call Center Advisor 1 - Tier 1 (Remote) at Vetsource in Portland, Oregon

Job Description:

Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them.

If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you.

At Vetsource, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized people tend to only when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single requirement on the job posting, we still encourage you to apply.

Call Center Advisor - Tier 1 (Remote)

WHO WE ARE LOOKING FOR

Do you have a passion for customer service? Do you love pets and love talking on the phone with other pet people?

If this sounds like you, we’d love to hear from you! Vetsource is growing rapidly and is looking for a full-time Call Center Advisor to work from home answering pet owner calls and fielding questions regarding our home delivery pet nutrition and medication products. You’ll help pet owners to navigate their veterinarian's Vetsource-powered shopping site, as well as update their payment information and track shipped packages for them.

You’ll also be trained on how to triage and escalate calls regarding clinical or pharmaceutical issues and send them to the pharmacist team. The pace is fast and your days will fly by! Our team is dedicated, hard-working and fun!

WHAT YOU'LL DO:

• Answering or making calls in a high volume environment to address client needs, complaints, or issues with products or services




• Engaging in active listening with callers, confirming or clarifying information, identifying customer needs, researching issues, and provide solutions to ensure clients feel supported and valued




• Understanding and striving 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 payments and addresses




• Help shoppers to place web orders, re-orders and autoships

WHAT YOU BRING:

• 1 Year customer service experience




• High School diploma or G.E.D.




• Veterinary experience and/or Billingual preferred, but not required




• Computer skills and troubleshooting experience




• A good speaker and a better listener, even when frustrated




• A problem solver who can self-manage and take a deep dive into problem resolution. You get satisfaction from helping others




• Open to take critical feedback as an opportunity to learn because you are always striving to continuously improve yourself

ENVIRONMENTAL DEMANDS:

• Someone with reliable and robust internet connection in your home, and the ability to work a full shift without interruption




• Must be able to work a rotating or regular Saturday




• Prolonged periods of sitting at a desk, working on a computer, and speaking on the phone




• Must be able to multitask with error free work




• Must be able to look at a screen(s) and type accurately for long periods of time. Average typing speed 40 WPM




• Training is conducted via eLearning and is self completed

#LI-Remote #LI-HS1

WHAT CAN YOU EXPECT FROM VETSOURCE

In addition to an inclusive and welcoming culture, Vetsource also offers:

• 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, including remote work where possible


• The opportunity to join one of our Employee Resource Groups, and fun company events!
   

*For Canadian based employees these specific benefits are not included

OUR VALUES

In addition to the benefits listed above, all employees are expected to support and model Vetsource’s Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive!

Pay Range (US based applicants): $17.00 - $17.50 / hour

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to job-related skills, experience, certifications, relevant education and training, while also considering internal equity.

The statements in this document are intended to describe the general nature and level of work being performed for this role, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Our pre-employment process in the US includes a background check as a part of the hiring process, and will include a drug screen for pharmacy related roles. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please email careers@vetsource.com, or if you have general questions relating to this process.  We are an equal opportunity employer.

Vetsource is an E-verify employer.

www.vetsource.com