Customer Support Specialist - RL

divh2Customer Support Specialist/h2pWe understand that the world we want tomorrow starts with how we do business today, and thats why were inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each others 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./ppWork Shift: Requires Saturday shift, and some Holidays/pp5:00am- 1:30pm PST- Off one weekday and Sundays/ppThe Target Pay for this position is $21.00-$25.00 an hour. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget./ppJob Purpose/Overview/ppThe 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 Support Specialist accurately enters orders and is knowledgeable about Antech products and programs./ppEssential Duties and Responsibilities/pulliProvides superior customer service and remains solution driven with all customers and/or customer concerns./liliProvide phone coverage within the queue/liliHandles customer issues, as needed, to ensure quality customer service./liliEffectively uses multiple software systems to service accounts. This includes but is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite./liliDemonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories./liliInvestigates customer issues and finds appropriate solutions./liliTakes incoming calls and places orders for supplies or consumables, or handles inquiries as requested./liliManages appropriate distributor relationships and other partnerships./liliUpdates data in Salesforce.com and sets up new accounts./liliCommunicates potential sales opportunities via leads to appropriate teams./liliOther duties as assigned./li/ulpEducation and Experience/pulliHigh school diploma required./liliAssociates degree in business or veterinary related field, or equivalent related experience preferred./liliMinimum of 2 years experience in call center environment is preferred./liliWorking knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred./li/ulpKnowledge, Skills and Abilities/pulliExcellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions./liliStrong organizational skills and attention to detail./liliDemonstrated ability to approach problems and find appropriate solutions./liliAbility to work effectively in a team environment./liliAbility to adapt and be flexible in a variety of situations./liliDisplays strong oral and written communication, especially over the telephone, with both internally and externally customers./liliAccurate and efficient data entry skills./liliIntermediate ability with Microsoft Office Suite, Internet Software and E-mail required./liliIntermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred./liliAbility to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team./li/ulpWorking Conditions/ppThe 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./ppThe associate will primarily work in a typical office environment. 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/ppAbout Antech/ppAntech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services./ppBenefits/ppAntech 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./ppBenefits eligibility is based on employment status./pulliPaid Time Off Holidays/liliMedical, Dental, Vision (Multiple Plans Available)/liliBasic Life (Company Paid) Supplemental Life/liliShort and Long Term Disability (Company Paid)/liliFlexible Spending Accounts/Health Savings Accounts/liliPaid Parental Leave/lili401(k) with company match/liliTuition/Continuing Education Reimbursement/liliLife Assistance Program/liliPet Care Discounts/li/ulpCommitment to Equal Employer Opportunities/ppWe are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers./ppNote to Search Firms/Agencies/ppAntech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech./p/div