Call Center Advisor 1 – Tier 1

📋 Description

• Respond to incoming calls from clients to address their needs, concerns, or issues related to products or services; maintain records of all customer interactions.

• Provide prompt and precise responses to callers; outline potential solutions and ensure clients feel appreciated and supported.

• Practice active listening with callers; confirm or clarify details, identify customer needs, investigate issues, and offer solutions or alternatives.

• Demonstrate comprehension and aim to meet or surpass call center performance metrics while delivering consistently excellent customer service.

• Resolve problems related to billing or shipping; update online customer records including pet details, payment methods, addresses, and other essential shipping information.

• Assist customers in placing web orders, re-orders, and setting up autoships.

• Work collaboratively with other departments to advocate for Vetsource customers and creatively address challenges.

⛳️ Requirements

• A High School diploma or G.E.D. is required.

• A minimum of 1 year of experience in customer service is necessary.

• Proficient computer skills and knowledge; familiarity with business applications and software, email, instant messaging (Slack), Microsoft Suite, Google Suite; willingness to learn new technologies.

• Capability to work in a fast-paced, high-volume call center environment, managing a large volume of calls efficiently.

• Ability to troubleshoot basic technical issues, including software updates, VPN, internet connectivity, passwords, etc.

• Efficient multitasking skills with the ability to produce error-free written communication.

• Proficient in diffusing emotional situations over the phone and de-escalating challenging interactions.

• Ability to independently manage responsibilities; once trained, you can perform your role with high-quality work and customer service.

• Willingness to learn through self-guided e-learning.

• Accurate typing skills and the capability to type for extended periods; average typing speed of 40 WPM.

• Consistent and dependable attendance is mandatory.

• Availability to work rotating Saturdays or willingness to commit to permanent Saturdays.

• Preferred qualifications include experience in a veterinary clinic or animal-related call center.

• Bilingual in Spanish is a plus.

• Experience with remote work is advantageous.

🏝️ Benefits

• Competitive salary and benefits package including medical, vision, dental, and life insurance.

• Employee Assistance Program available.

• Pet insurance and virtual vet care options.

• Paid time off (PTO), holidays, floating holidays, and a volunteer day.

• Retirement savings plan (401k/RRSP) with an employer matching program.

• Paid parental leave offered.

• Flexible scheduling and remote work opportunities where feasible.

• Opportunity to participate in our Associate Resource Groups and enjoy engaging company events!