Customer Support Representative

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 near Carlsbad, CA

The Target Pay Range for this position is $20.00 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget. 

Job Purpose/Overview

The Customer Support Representative provides administrative support to the technical support team, while also addressing and deflecting customer inquiries and how-to’s. This individual is highly customer-centric, customer focused, and an excellent communicator.  The Customer Support Representative handles incoming inquiries via email and by phone, provides case and RMA support, supports interdepartmental requests in addition to deflecting how-to’s and providing answers to general customer questions. This position requires empathy, compassion, and a desire to fully support customer needs. In addition, this position requires very high attention to detail, organization and engagement with our internal and external customers. Ability to follow processes and direction is critical to be successful in this role. 

Essential Duties and Responsibilities

• Maintains a high level of customer service by creating an outstanding support experience and exhibiting excellent customer service skills 

• Provides administrative support to department technicians related to cases and RMAs, including communication with cross-functional departments related to customer inquiries 

• Supports general customer inquiries and how-to questions related to Antech Sound Imaging products and services 

• Handles inbound internal and external customer calls 

• Ensures timely responses related to support related calls and emails 

• Utilizes CRM dashboards to track and resolve cases, loaned equipment retrieval, rental fees, etc.  

• Uses and applies support resources to problem solve: KBs, user manuals and department processes 

• Communicates clearly, efficiently, and professionally with associates and customers 

• Must be empathetic with ability to interpret a customer’s state of mind and alter communication style accordingly while controlling the call 

• Must be able to adapt to change quickly and effortlessly 

• Welcomes performance feedback and executes when change is required 

• Troubleshoot laser equipment and process RMA as needed 

• Other tasks may be assigned in accordance with business needs 

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Education and Experience

• Completion of high school 

• College degree preferred and/or equivalent experience  ​

Knowledge, Skills and Abilities

• 1 to 2 years of customer service experience, preferably in a call center environment