Note: The job is a remote job and is open to candidates in USA. IDEXX provides veterinary diagnostic services that connect veterinary professionals with vital laboratory information. The Customer Support Consultant serves as a liaison between customers and IDEXX laboratories, resolving inquiries, clarifying test results, coordinating follow-up testing, and arranging sample pickup and delivery in a bilingual, primarily phone-based role.
Responsibilities
- You will act as the liaison between customers and our IDEXX laboratories
- You will answer customer questions and quickly and effectively resolve issues, primarily over the phone
- You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples
- This role requires schedule flexibility. The ability to work 8.5 hours between 10:00am and 10:00 PM EST Monday – Friday and Saturdays (9 AM – 5:30 PM EST) on a rotating basis
- Reliable and dependable attendance is an essential function of this position
- Candidates local to Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically. This position is otherwise virtual and open to candidates regardless of location
- Remote work (meaning that you will receive onboarding, training, and support virtually as well)
Skills
- A proven track record of providing extraordinary customer service over the phone
- Must have the ability to speak and write both English and French with clarity
- Ability to be on the phone for 8 hours a day in a quiet workspace or office
- Associate's or Bachelor's degree in a computer-related or scientific (e.g. Biology, Chemistry, etc.) discipline, or equivalent combination of education and experience
- Superb listening and communication (verbal and written) skills, plus strong interpersonal skills with the ability to establish rapport quickly
- Strong computer and technical skills
- Problem-solving skills, attention to detail, strong organizational skills, and ability to multitask
- Ability to learn quickly and apply skills and abilities to a variety of customer interactions
- Ability to thrive in a fast-paced environment: you will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily)
- Goal orientation and strong collaboration skills
- This role requires schedule flexibility
- The ability to work 8.5 hours between 10:00am and 10:00 PM EST Monday – Friday and Saturdays (9 AM – 5:30 PM EST) on a rotating basis
- Reliable and dependable attendance is an essential function of this position
- When working from your virtual office, you are required to be available by telephone, voicemail, email, and Microsoft Teams messaging during your scheduled business hours
- A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained
- Candidates local to Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically. This position is otherwise virtual and open to candidates regardless of location
- Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment preferred
Benefits
- Eligible for annual bonus
- Health / Dental / Vision benefits
- Remote work (meaning that you will receive onboarding, training, and support virtually as well)
- You will be supplied with a laptop, docking station, monitor(s), and headset
Company Overview
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