Customer Care Diagnostics Veterinary Technician

Customer Care Diagnostics Veterinary Technician

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Title: Customer Care Diagnostics Veterinary Technician

Duration: 12+ months

Location: Exton, PA.

*The candidate must have a certification in veterinary technology as well as clinic experience.

*Call center hours are 9-7 pm. Candidate must be able to do shift work and have flexibility to accommodate the call center hours.

The Customer Care Veterinary Technician/Veterinarian will respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs) and be responsible for first contact resolution of inquiries and adverse experiences involving Client product.

Provide superior customer centric diagnostics support to veterinary clients and consumers related to Client point-of-care (POC) diagnostic instruments and services through the conveyance of technical information.

Troubleshoot caller concerns and resolve questions and issues using internal resources.

Utilize effective communication techniques with callers, customize solutions and ensure the delivery of mutual resolution.

Assure the documenting, tracking, and reporting of alleged adverse events involving Client products complies with current pharmacovigilance requirements and standards.

Answer, document, and resolve companion animal and equine related incoming calls from customers in accordance with Client guidelines related to Client Point-of-Care diagnostic testing.

Case responsibilities include:

• Inquiries
• Product quality (product defect) reports
• Adverse reaction reports
• Lack of efficacy reports

Be versed and familiar with the Witness and Alpha-Trak product lines.

Arrange for confirmatory testing when appropriate.

Arrange for product replacement when appropriate.

Ability to speak fluently with confidence to veterinary staff about product, diagnostic interpretation, treatment protocols.

Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, technical investigations, responses to inquiries and complaints, follow-up and the use of the pharmacovigilance database.

Maintain familiarity with Client products to maximize the ability to relate to situations encountered by customers.

Maintain basic familiarity with relevant competitor diagnostic products as comparative inquiries are not uncommon.

Ability to logically evaluate and troubleshoot product use difficulties experienced by customers.

As a subject-matter-expert, conduct training for VMIPS and Client colleagues.

Assist with the development and implementation of strategies to enhance the customer experience.

In the spirit of One Client, work with and maintain relationships with US Strategic Growth and Global Diagnostic colleagues.

Maintain knowledge of VMIPS processes and working practices.

Maintain proficiency with the use of the pharmacovigilance database.

Ensure visibility of cases with potential legal or public relations sensitivity.

Emphasize service and promote positive customer experience in every encounter; maintain fluency with successful customer communication techniques.

Participate in and complete all training, product certification and personal development opportunities.

Contribute to team meetings and proactively look for continuous improvement opportunities.

Ensure a close and cohesively workflow with VMIPS technicians, veterinarians and Data Entry Technicians.

Provide additional VMIPS team support as requested by management.

Qualifications (i.e., preferred education, experience, attributes)

• DVM, VMD from an accredited veterinary college, Bachelors of Science or Certification as a Veterinary Technician (RVT, LVT, CVT)
• Minimum of 5 years of relevant laboratory experience (either in a reference laboratory, academic institution, or clinic setting), with experience setting up, running and reading lab tests and operating lab instruments
• Minimum of 2 years of clinical practice experience
• Prior call center experience preferred.
• Experience with pharmacovigilance and/or experience with industry regulatory obligations.
• Excellent verbal, written and interpersonal communication skills.
• Excellent organizational skills, with a detailed oriented approach.
• Knowledge of Client products so as to answer or facilitate the answering of calls.
• Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook.
• Proficiency in data entry applications.
• Experience in conflict resolution or grief counseling.
• Clear, articulate and grammatically sound speech and professional phone manner.
• Strong focus on providing customers with superior support and service.
• Ability to learn, understand and communicate complex information over the telephone.
• Strong rapport building skills and active listening skills.
• Excellent, closing, persuasion and presentation skills.
• Ability to display high-levels of initiative, effort and commitment to successfully complete projects and assignments.
• Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.
• Must be self-motivated and disciplined.
• Good organizational and planning skills, strong attention to detail and accuracy.
• Ability to work in a changing environment independently and as a team member.
• Flexibility and ability to handle multiple tasks simultaneously.
• Must be able to deal with people at all levels inside and outside of the company.
• Must be able to successfully complete training and meet training expectations in order to proceed to servicing customers.