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Why talentedge? – A Mission‑Driven Company Transforming Pet Care
At talentedge, we are redefining the way pet owners receive veterinary medication and support. As the fastest‑growing online pet‑health retailer in the United States, our purpose is simple yet powerful: to make high‑quality veterinary care accessible, affordable, and convenient for every pet parent. Our remote‑first culture empowers employees to work from anywhere while contributing to a cause that truly matters – the health and happiness of beloved animals everywhere.
Position Overview
We are seeking enthusiastic, detail‑oriented individuals to join our talentedge Customer Support – Fresher team. This entry‑level, fully remote role offers a competitive hourly wage of $24 per hour and a clear pathway for professional growth within a supportive, fast‑paced environment. As a Customer Support Representative, you will be the voice of talentedge, helping pet owners and veterinary clinics navigate prescription orders, resolve inquiries, and ensure a seamless experience from order placement to delivery.
Key Responsibilities
- Direct Client Interaction: Answer inbound calls and initiate outbound calls to veterinary clinics and pet owners, providing clear, courteous, and accurate information about prescription orders.
- Order Management: Accurately enter prescription data into the talentedge pharmacy system, verify dosage instructions, and ensure compliance with state and federal regulations.
- Issue Resolution: Investigate and troubleshoot order‑related problems, collaborate with internal teams to find timely solutions, and follow up to confirm customer satisfaction.
- Documentation: Maintain detailed call logs and case notes within the CRM, ensuring all interactions are recorded for future reference and quality assurance.
- Compliance & Security: Handle sensitive health information in accordance with HIPAA and other privacy standards, safeguarding data integrity at all times.
- Continuous Learning: Participate in regular training sessions, absorb feedback, and stay up‑to‑date on product knowledge, pharmacy policies, and industry best practices.
- Team Collaboration: Work closely with the veterinary assistance group, fulfillment, and quality assurance teams to streamline processes and improve overall service quality.
Essential Qualifications
- High school diploma or equivalent; a Bachelor’s degree is preferred but not mandatory.
- Exceptional verbal and written communication skills, with a friendly and empathetic tone.
- Ability to multitask effectively—handling phone conversations while navigating computer systems and taking notes.
- Strong attention to detail and a commitment to accuracy in data entry.
- Proficiency with Microsoft Office (especially Outlook) and comfort using web‑based CRM platforms.
- Self‑starter attitude with a high degree of ownership and accountability for outcomes.
- Eligibility to obtain a Pharmacy Technician License from the Kentucky Board of Pharmacy (or the relevant state board where applicable) if the role expands to include technical responsibilities.
- Demonstrated ability to work in a fast‑paced environment while maintaining composure under pressure.
- Willingness to adapt schedule as needed, including occasional extended hours to meet business demands.
- Ability to pass a background check and comply with data‑privacy regulations.
Preferred Qualifications
- Previous experience in a customer service, call‑center, or pharmacy‑related role.
- Familiarity with veterinary terminology and prescription workflows.
- Experience using ticketing or case‑management systems.
- Knowledge of HIPAA regulations and best practices for handling protected health information.
- Demonstrated track record of meeting or exceeding performance metrics (e.g., average handle time, first‑call resolution).
Core Skills & Competencies
- Communication: Clear articulation, active listening, and the ability to convey complex information in simple terms.
- Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
- Empathy: Genuine concern for pet owners’ needs, fostering trust and loyalty.
- Technical Aptitude: Comfort navigating multiple software applications simultaneously.
- Time Management: Prioritizing tasks to handle high call volumes without sacrificing quality.
- Adaptability: Flexibility to adjust to evolving processes, new tools, and shifting business priorities.
Career Growth & Learning Opportunities
talentedge is committed to investing in its people. As a new member of the Customer Support team, you will have access to:
- Structured Onboarding: A comprehensive 4‑week training program covering product knowledge, compliance, call handling techniques, and system navigation.
- Mentorship Programs: Pairing with seasoned support specialists who provide guidance, share best practices, and help you set career milestones.
- Internal Mobility: Opportunities to transition into roles such as Pharmacy Technician, Quality Assurance Analyst, Operations Coordinator, or even Management positions as you demonstrate competence and ambition.
- Continuous Education: Reimbursement for relevant certifications (e.g., Certified Pharmacy Technician, Customer Service Excellence) and access to an online learning portal.
- Performance‑Based Raises: Salary reviews after the initial 3‑month probation period, with clear metrics tied to performance and customer satisfaction scores.
Compensation, Perks & Benefits
While the base pay is $24 per hour, talentedge offers a comprehensive benefits package designed to support both personal and professional well‑being:
- Health & Wellness: Medical, dental, and vision insurance with employer contributions.
- Retirement Savings: 401(k) plan with company matching contributions.
- Pet‑Centric Perks: 20% rebate on all talentedge pet product purchases, plus a monthly pet‑care stipend.
- Work‑Life Balance: Flexible scheduling, remote‑first work environment, and paid time off (PTO) accrual.
- Professional Development: Access to webinars, workshops, and tuition assistance for relevant courses.
- Employee Assistance Program (EAP): Confidential counseling services for personal or family challenges.
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