Customer Care Veterinary Technician

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers.

The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.

Position Responsibilities:

•Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs

•Answer and resolve inbound companion animal and livestock daily customer contacts via allapproved channels in accordance with Zoetis guidelines

•Speak fluently and with confidence to veterinary staff and animal owners about product mode ofaction, disease states, patient diagnosis, treatments and diagnostic interpretation

•Assure the documentation of reported adverse events involving Zoetis products and comply withcurrent pharmacovigilance requirements and standards

•Respond effectively to routine and complex inquiries and complaints in a manner that is consistentwith VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures(SOPs)

•Assure that the appropriate processes and procedures are followed that maintain consistency andaccuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, andthe use of the pharmacovigilance (PV) database

•Educate customers on Zoetis product, service and program offerings, following up with additionalinformation when necessary

•Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure apositive customer experience with fiduciary accountability to the business

• Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer

• Utilize phone, workforce management and QA systems with ease and efficiency

• Maintain collegial, team-player attitude when interacting with VMIPS colleagues

• Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures

• Participate in ongoing departmental and weekly team meetings

Education and Experience:

• 5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment.

Technical Skills Requirements:

•Excellent verbal, written and interpersonal communication skills

•Excellent organizational skills, with a detailed oriented approach

•Demonstrated technical aptitude, good typing skills and working proficiency in MicrosoftWord, 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

•Passion for 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.

•Ability to display high-levels of initiative, effort and commitment to successfully completeprojects and assignments

•Ability to comprehend and communicate complex technical/medical terminology and to maintainthe required technical expertise including competitive product knowledge

•Ability to receive and appropriately act upon feedback from management, Quality Assurance, andsenior colleagues

•Must be self-motivated and disciplined

•Ability to thrive in a changing environment independently and as a team member

•Flexibility and ability to handle multiple tasks simultaneously

•Must be able to successfully complete training and meet training expectations to service customers

Physical Position Requirements:

•Sitting

•Standing

•Ability to work rotating shifts, Monday through Friday, including some evenings and holidays

The U.S. base salary range for this full-time position is $72,000 - $104,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. …