Job Description
We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics , a family-owned company focused on veterinary care.Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
Must be located in or around Fountain Valley, CA
Job Purpose/Overview
The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy . This position requires a professional with strong relationship building and communication skills. The Customer S upport Specialist accurately enters orders and is knowledgeable about Antech products and programs.
Essential Duties and Responsibilities
Provides superior customer service and remains solution driven with all customers and/or customer concerns.
Provide phone coverage within the queue
Handles customer issues, as needed, to ensure quality customer service.
Effectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software , E nterprise R esource P lanning (ERP) Software, and Microsoft Suite .
Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
Investigates customer issues and finds appropriate solutions .
Takes incoming calls and places orders for supplies or consumables, or handle s inquiries as requested .
Additional f or Reference Lab Team members:
Fax reports via automated and/or manual methods
Process requests to add, cancel and/or recheck tests
Process supply orders
Understand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratory
Accurately relay proper specimen handling requirements
Accurately relay test turnaround times
Verbally communicate test results over the phone when requested
Locate and pull test request forms to verify information as requested by the client
Effectively navigate through laboratory and CRM software systems
Provide detailed notes within accessions
Accurately create and turn over problem cases
Transfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriate
Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory
Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
Effectively handle consultation calls once the CS queues are mastered:
Set-up and transfer calls to either Internal Medicine or Exotic consultants
Email consult requests to outside/specialty consultants via Outlook email
Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines
Education and Experience
High school diploma required .
Associates degree in business or veterinary related field, or equivalent related experience preferred.
Minimum of 2 years’ experience in call center environment is preferred.
Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.
Knowledge, Skills and Abilities
Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.
Strong organizational skills and attention to detail.
Demonstrated ability to approach problems and find appropriate solutions .
Ability to work effectively in a team environment.
Ability to adapt and be flexible in a variety of situations.
Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.
Accurate and efficient data entry skills.
Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required .
Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.
Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.
Working Conditions
The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding . The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch . The associate must occasionally lift and/or move up to 15 pounds.
The associate will primarily work in a typical office environment or a remote home office . The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system . The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams . Environment where pets are present
The Target Pay Range for this position is $21.11 - $25.48 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
Full-time employees are eligible for the following benefits and more:
Medical, Dental, Vision (multiple plans available)
Basic Life (company paid) & Supplemental Life
Short and Long Term Disability (company paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Paid Time Off & Holidays
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts
Several other health and wellness benefits
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers
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