Customer Support Specialist, IHD

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s 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 MarsScience & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

The Target Pay Range for this position is $21.11 - $26.00 Hourly. At Mars, pay decisions are determinedusing factors such as relevant job-related skills, experience, education, trainingand budget.

Job Purpose/Overview

The Customer Support Specialistdelivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support.They areresponsible formanaging and servicing incoming customer callswith a customer-forward approach and a high levelof empathy. This position requires a professional with strong relationship building and communication skills. The Customer SupportSpecialist accurately enters orders and is knowledgeable about Antechproducts and programs.

Essential Duties and Responsibilities

• Provides superior customer service and remainssolution driven with all customers and/or customer concerns.

• Provide phone coverage within the queue

• Handles customer issues, as needed, to ensure quality customer service.

• Effectively uses multiple software systems to service accounts. This includesbut is not limited to Customer Relationship Management(CRM)Software, Enterprise Resource Planning (ERP) Software,and Microsoft Suite.

• Demonstrates proficiencyin all products and is seen as a knowledgeable resource in all product categories.

• Investigates customer issues and finds appropriate solutions.

• Takes incoming calls and places ordersfor supplies or consumables,or handlesinquiriesas requested.

• Manages appropriate distributorrelationships and other partnerships.

• Updates data in Salesforce.com and sets up new accounts.

• Communicates potential sales opportunities via leads to appropriate teams.

• Other duties as assigned.

Educationand Experience

• High school diploma required.

• Associates degree in businessor veterinary related field, or equivalent related experience preferred.

• Minimumof 2 years’ experience in callcenter environment is preferred.

• Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.

Knowledge, Skillsand Abilities

• Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.

• Strong organizational skills and attention to detail.

• Demonstrated ability to approach problems and find appropriate solutions.

• Ability to work effectively in a team environment.

• Ability to adapt and be flexible in a variety of situations.

• Displays strong oral and written communication, especially over the telephone, with both internallyand externallycustomers.

• Accurate and efficient data entry skills.

• Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.

• Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.

• Ability to maintainquality assurance metrics for queueas determinedby Customer Support Leadership and the Support Enablement Team.

Working Conditions

The associateis regularly required toapply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associatefrequentlyis required tosit for extended periods of time, stand, walk, and reach with hands and arms. The associateis 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 associateis occasionally required tosit and stoop, bend, kneel, or crouch. The associatemust occasionally lift and/or move up to 15 pounds.

The associatewill primarily work in a typical office environmentor a remote home office. The noise level in the work environment is usually moderate. The associatewill be required to use a computer, spreadsheets, data basemanagement, email, video conferencing and the Internet. The associateis frequentlyrequired to use a calculator; fax, copy machine, and phone system. The associatemust occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.Environment where pets are present

About Antech

Antech 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.

Benefits

Antech 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.

Benefits eligiblity is based on employment status.

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer. For a complete EEO statement, please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech 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.