Call Center Advisor - Retail eComm

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.

WHO WE ARE LOOKING FOR
Tier 1 Advisor 1

This position provides first-tier customer service support for inbound communications to our call center. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our pet parents on a wide variety of topics. T1 advisors can also expect to progressively learn more to resolve common customer issues.

This is a full-time, remote position that works Monday-Friday with a rotating Saturday.

WHAT YOU'LL DO

• Answer communications from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations

• Respond efficiently and accurately; explain possible solutions and ensure that clients feel supported and valued

• Engage in active listening and comprehension; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives

• Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service

• Provide problem resolution on shipment issues; update online customer records including pets, address, and other critical shipping information

• Follow-ups on tickets regarding customer inquiries, refunds, cancellation requests, OAAs, etc.

WHAT YOU BRING

• High School diploma or G.E.D.

• At least 1 year of customer service experience

• Communicating with customers via an e-commerce marketing platform

• Good written communication skills with the ability to communicate professionally, tactfully and empathetically, in a professional, clear, and concise manner

• Must be able to type accurately and for long periods of time. Average typing speed of at least 40 WPM.

• Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology

• Ability to work in a fast-paced, high-volume call center environment, managing large amounts of clients in a timely and effective manner

• Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.

• Ability to multitask efficiently with error-free written work

• Ability to diffuse de-escalate difficult situations

• Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service

• Excellent adherence to policies/procedures; demonstrates precision and good judgment at all times with respect to daily function

• Ability to be trained via self-guided e-learning 

• Consistent and reliable attendance is required

• Must be able to work rotating Saturdays, or willing to work permanent Saturdays

Preferred Experience and Qualifications:

• Bilingual in Spanish

• Remo