Care Specialist

Mixlab, the fast-growing veterinary compounding pharmacy, is hiring a Care Specialist to remotely support our customer service operations. We are looking for a customer-focused individual who is passionate about providing personalized care for pets and pet owners with a positive, can-do attitude, and an ability to #MakeItHappen for our furry (and scaly!) friends no matter what. Taking care of customers and veterinarians is our #1 priority. You will be an integral part in helping us to ensure our pharmacy operations run smoothly, and to make Mixlab a 100% dependable resource for our customers and veterinarians alike. Our Care Associates must be detail-oriented, thorough, and obsessed with creating the best possible experience for our customers. RESPONSIBILITIES: Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude: Quickly and efficiently handle communication with customers by answering phone calls, text messages, and emails regarding billing, delivery, and general questions to ensure that all of customer needs are met and problems are resolved Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner: Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns Follow Mixlab company workflow and processes to ensure smooth daily operations: Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc. Create prescriptions and online orders responsibly and correctly with extreme attention to detail Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order Work together with your team members to ensure all orders are placed and all needs are met on a daily basis. ABOUT YOU: You have a Bachelor’s Degree or High School Diploma (or equivalent) with relevant experience You have 2-3 years of experience in customer-centric role, such as a Customer Service Representative You have experience working in veterinary care or the medical field, or a strong interest in working in the field. You have the ability to learn basic medication and administration information and be able to help resolve customer issues but knowing when a question needs to be escalated to a pharmacist for assistance You have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and New York State Food & Drug Administration laws. You solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients. You have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure You have the ability to empathize during difficult conversations and prioritize pet parents needs You have excellent communication skills - both written & verbal You have the ability to learn and adapt to changing software and platforms You have flexibility to work nights, weekends, and holidays MUST LOVE PETS and their people! What we offer 100% employer-paid health, dental and vision insurance for our employees, effective on the first of the month following your start date Paid time off for vacation, holidays and sick time, with the ability to accrue more vacation time with increased tenure Competitive starting wages with the opportunity for rapid career growth, promotion, and wage increases Company Stock Options Pre-tax commuter benefits, dependent care, HSA and FSA Employer-paid short and long-term disability leave, parental leave, and life insurance 401k with $300/year match Referral bonus payouts of up to $1,000 for a successful referral Human and pet wellness benefits, including $650/year allowance for routine pet care through Wagmo Discounts on many items through Perkspot And more! $22 - $24 an hour This is a full-time, hourly role, and the pay depends on individual qualifications, experience, and skillset. Mixlab launched in the fall of 2017 to make the pet pharmacy experience delightful for veterinarians and pet parents. In just a few years, we’ve established trusted partnerships (and friendships!) with veterinarians and pet parents across the country. We focus on quality and delivering the best customer experience - check out our Instagram and 5 star reviews across Google, Yelp, and Facebook! We are rapidly growing the team so that we can give all pets the personalized care they deserve. Mixlab is the first modern pet pharmacy that focuses on creating high-quality, custom medications and delightful experiences for pets, their parents and veterinarians. By putting service at the heart of everything we do, we're able to provide the best personalized care for our furry friends, as well as those who care for them. Mixlab is proud to be a PCAB-accredited compounding pet pharmacy. Check us out on Instagram or see our 5 star reviews on Google, Yelp and Facebook! We are committed to a workplace that thrives on inclusion, diversity, equity, and access (IDEA). As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Mixlab is also committed to hiring practices that support access, equal opportunity and reasonable accommodation for individuals with disabilities. To request reasonable accommodation for your application or interview, please contact the Mixlab Talent Acquisition team at [emailprotected] or call View phone number on click.appcast.io. Pay ranges at Mixlab are based on competitive market data for our industry and company size. In addition to base pay, our total compensation package for full-time employees includes benefits and equity. We determine individual pay based on qualifications for the role, experience level, and skillset, and we expect offers made to candidates to fall throughout the range advertised. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.