Call Center Tier 1 Advisor - Omni Channel (Remote)
About the position
The Omni Channel Advisor position at Vetsource is a critical role that focuses on providing exceptional customer service through various communication channels, including outbound follow-ups and chat support. This position requires team members to work independently while maintaining close collaboration with management to ensure that all customer inquiries and requests are handled efficiently and effectively. The ideal candidate for this role is detail-oriented, self-motivated, and possesses strong organizational skills to manage daily priorities in a fast-paced, high-volume environment. In this role, the Omni Channel Advisor will be responsible for managing licensed inbound emails and chats, which may include handling replacement requests and adverse drug events (ADEs). Additionally, the advisor will be tasked with following up on various tickets, including those related to practice success and refunds, as well as catalog tickets that require contacting clients post-resolution. The position also involves undertaking random projects assigned by the supervisor, which may span across different departments such as IT and practice success. Consistent and reliable attendance is crucial for this role, as it directly impacts the team's ability to provide timely support to customers. The Omni Channel Advisor must demonstrate excellent adherence to company policies and procedures, showcasing precision and good judgment in their daily functions. Strong communication skills are essential for collaborating with other departments to enhance processes and procedures, ensuring that customer needs are met effectively.
Responsibilities
• Handle licensed inbound emails and chats, including replacement requests and ADEs.
,
• Manage outbound follow-ups for Tier 1 Outbounds folder in Salesforce.
,
• Follow up on PS tickets (refunds, OAA) and catalog tickets, contacting clients as needed after resolution.
,
• Assist with random projects assigned by the supervisor, including those related to practice success and IT.
,
• Maintain consistent and reliable attendance.
Requirements
• Excellent adherence to policies and procedures with precision and good judgment.
,
• Strong organizational and time management skills with the ability to work independently.
,
• Excellent writing skills with great attention to detail.
,
• Ability to type accurately for long periods, with an average typing speed of at least 40 WPM.
,
• Excellent customer service skills with the ability to effectively diffuse and resolve customer complaints.
,
• Ideally licensed as a Certified Pharmacy Technician or Licensed Pharmacy Technician in Oregon.
Nice-to-haves
• Experience in a call center environment.
,
• Familiarity with Salesforce or similar CRM systems.
Benefits
• Competitive pay and benefits including medical, vision, dental, and life insurance.
,
• Employee Assistance Program.
,
• Pet insurance and Virtual vet care.
,
• PTO, Holidays, Floating Holidays, and Volunteer Day.
,
• Retirement Savings Plan (401k/RRSP) with employer matching program.
,
• Paid parental leave.
,
• Flexible scheduling, including remote work where possible.
,
• Opportunities to join Employee Resource Groups and participate in company events.
Apply Now
The Omni Channel Advisor position at Vetsource is a critical role that focuses on providing exceptional customer service through various communication channels, including outbound follow-ups and chat support. This position requires team members to work independently while maintaining close collaboration with management to ensure that all customer inquiries and requests are handled efficiently and effectively. The ideal candidate for this role is detail-oriented, self-motivated, and possesses strong organizational skills to manage daily priorities in a fast-paced, high-volume environment. In this role, the Omni Channel Advisor will be responsible for managing licensed inbound emails and chats, which may include handling replacement requests and adverse drug events (ADEs). Additionally, the advisor will be tasked with following up on various tickets, including those related to practice success and refunds, as well as catalog tickets that require contacting clients post-resolution. The position also involves undertaking random projects assigned by the supervisor, which may span across different departments such as IT and practice success. Consistent and reliable attendance is crucial for this role, as it directly impacts the team's ability to provide timely support to customers. The Omni Channel Advisor must demonstrate excellent adherence to company policies and procedures, showcasing precision and good judgment in their daily functions. Strong communication skills are essential for collaborating with other departments to enhance processes and procedures, ensuring that customer needs are met effectively.
Responsibilities
• Handle licensed inbound emails and chats, including replacement requests and ADEs.
,
• Manage outbound follow-ups for Tier 1 Outbounds folder in Salesforce.
,
• Follow up on PS tickets (refunds, OAA) and catalog tickets, contacting clients as needed after resolution.
,
• Assist with random projects assigned by the supervisor, including those related to practice success and IT.
,
• Maintain consistent and reliable attendance.
Requirements
• Excellent adherence to policies and procedures with precision and good judgment.
,
• Strong organizational and time management skills with the ability to work independently.
,
• Excellent writing skills with great attention to detail.
,
• Ability to type accurately for long periods, with an average typing speed of at least 40 WPM.
,
• Excellent customer service skills with the ability to effectively diffuse and resolve customer complaints.
,
• Ideally licensed as a Certified Pharmacy Technician or Licensed Pharmacy Technician in Oregon.
Nice-to-haves
• Experience in a call center environment.
,
• Familiarity with Salesforce or similar CRM systems.
Benefits
• Competitive pay and benefits including medical, vision, dental, and life insurance.
,
• Employee Assistance Program.
,
• Pet insurance and Virtual vet care.
,
• PTO, Holidays, Floating Holidays, and Volunteer Day.
,
• Retirement Savings Plan (401k/RRSP) with employer matching program.
,
• Paid parental leave.
,
• Flexible scheduling, including remote work where possible.
,
• Opportunities to join Employee Resource Groups and participate in company events.
Apply Now