Call Center Advisor 1 - Tier 1

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, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals).

We are an equal opportunity employer committed to fostering an inclusive and diverse workplace.

We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team.

We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria.

That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply!

WHO WE ARE LOOKING FOR

Call Center Advisor 1 - Tier 1

This position provides first-tier customer service support for inbound calls to our call center.

Tier 1 (T1) advisors are multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and retail partner CSRs 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.

Our call center operating hours are 5 AM - 5 PM Pacific Time M-F, and 7 AM - 1 PM Pacific Time on Saturday.

Saturday availability for rotating shifts is required; permanent Saturday shifts are also available.

WHAT YOU’LL DO


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


* Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued


* Engage in active listening with callers; 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 billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information


* Help shoppers place web orders, re-order...