Customer Care Veterinary Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide exceptional first-line customer support through effective, efficient, and compassionate interactions.

• Address and resolve incoming contacts from customers regarding companion animals and livestock through designated channels.

• Engage with veterinary professionals and pet owners to discuss product mechanisms, disease conditions, diagnoses, treatments, and the interpretation of diagnostics.

• Record adverse events related to Zoetis products and adhere to pharmacovigilance standards.

• Handle both routine and complex inquiries and complaints in accordance with VMIPS and VMRA standard operating procedures.

• Ensure precision in data entry, medical investigations, responses to inquiries and complaints, follow-ups, and the use of the pharmacovigilance database.

• Inform customers about Zoetis products, services, and programs.

• Manage marketing guarantee programs with fiduciary responsibility.

• Collaborate with Operations, Marketing, Sales, and Manufacturing teams.

• Utilize phone systems, workforce management tools, and quality assurance mechanisms.

• Complete mandatory training and engage in departmental and weekly team meetings.

⛳️ Requirements

• A minimum of 5 years of clinical experience as a veterinary technician, or possess a Veterinary Technician Credential (CVT, RVT, etc.) in good standing, or relevant experience in a customer-facing role.

• Outstanding verbal, written, and interpersonal communication abilities.

• Exceptional organizational skills with a focus on detail.

• Proven technical proficiency and strong typing skills.

• Proficient in Microsoft Word, Excel, and Outlook.

• Skilled in data entry applications.

• Experience in conflict resolution or grief counseling.

• Clear, articulate, grammatically correct speech with a professional phone demeanor.

• Capacity to learn, understand, and convey complex information over the phone.

• Strong skills in rapport-building and active listening.

• Ability to grasp and communicate intricate technical or medical terminology and maintain necessary technical knowledge, including awareness of competitive products.

• Capability to successfully complete training and fulfill training requirements.

• Willingness to work rotating shifts, Monday through Friday, including some evenings and holidays.

• Must have the authorization to work in the US; sponsorship is discretionary and should be disclosed if needed.

🏝️ Benefits

• Short-term incentive compensation.

• Healthcare and insurance benefits starting from day one.

• 401K plan with matching contributions.

• Profit-sharing contributions from Zoetis.

• 4 weeks of vacation.

• Reasonable accommodations available for individuals with disabilities.