Customer Support

Customer / Business Support Specialist

The Veterinary Software Business Services & Subscription team is looking to add an additional Business Support Specialist member to our growing team to help meet business demands; the role is a unique combination of order entry and billing-related customer service. This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all software from sale throughout the customer lifecycle. The Business Support Specialist will play a key role in ensuring accurate and timely billing of software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards. The ideal candidate will have strong attention to detail, excellent communication skill, and proficiency in data entry.

Primary Duties and Responsibilities

• Customer Facing Billing Representative
• New Contract/Order Processing
• Invoice/Usage Management
• Other Software Projects as Assigned

What You Need to Succeed

• High-quality interpersonal skill with experience working with customers and maintaining positive customer relationships.
• Strong phone skill with the ability to establish rapport.
• Strong verbal and written communication skill and cross-functional collaboration abilities.
• Ability to communicate complex technical issues to both technical and non-technical users in a professional, positive, friendly, and understandable manner.
• Comfortable discussing billing matters and handling challenging customer conversations, including declining credit requests.
• Strong deductive reasoning and analytical skill to resolve issues.
• Excellent attention to detail.
• Data analytics skill set, including intermediate Excel experience (e.g., SUM functions and VLOOKUP/XLOOKUP familiarity).
• Prior experience with SAP for order entry and reporting is preferred; training will be provided for the right candidate.
• Ability to adapt to changes as the role evolves.
• Strong organizational skill with the ability to multitask and work with limited supervision.
• Comfortable adapting to changing situations and navigating change positively.
• Process improvement experience and aptitude.
• Ability to work independently and as part of a team.
• Technical record-keeping and document management skill.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.