Customer Care Veterinary Technician

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

📋 Description

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

• Address and resolve inquiries from companion animal and livestock customers via all authorized channels.

• Engage with veterinary personnel and animal owners regarding product mechanisms, disease conditions, patient diagnoses, treatments, and diagnostic interpretations.

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

• Manage routine and complex questions and complaints in accordance with VMIPS and VMRA standard operating procedures.

• Follow established protocols for precise data entry, medical investigation, response handling, follow-up, and pharmacovigilance database utilization.

• Inform customers about Zoetis products, services, and program offerings.

• Oversee relevant marketing guarantee programs, which include ISG and Satisfaction Guarantee.

• Collaborate with Operations, Marketing, Sales, and Manufacturing teams to assess customer outcomes.

• Utilize phone, workforce management, and QA systems effectively.

• Fulfill ongoing training requirements.

• Attend departmental and weekly team meetings.

⛳️ Requirements

• Veterinary Technician Credential (CVT, RVT, etc.) in good standing is preferred.

• Bachelor's degree is preferred.

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

• Exceptional verbal, written, and interpersonal communication skills.

• Strong organizational abilities with a detail-oriented mindset.

• Proven technical aptitude, proficient typing skills, and working knowledge of Microsoft Word, Excel, and Outlook.

• Skilled in data entry applications.

• Background in conflict resolution or grief counseling is advantageous.

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

• A strong dedication to providing customers with outstanding support and service.

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

• Excellent rapport-building and active listening skills.

• Ability to exhibit high levels of initiative, effort, and commitment to successfully complete projects and assignments.

• Competence in understanding and communicating complex technical/medical terminology while maintaining the necessary technical expertise, including knowledge of competitive products.

• Ability to accept and appropriately act on feedback from management, Quality Assurance, and senior colleagues.

• Must be self-motivated and disciplined.

• Capacity to excel in a dynamic environment, both independently and as part of a team.

• Flexibility and ability to manage multiple tasks simultaneously.

• Must successfully complete training and meet training expectations to assist customers.

• Availability to work rotating shifts from Monday to Friday, including some evenings and holidays.

• All applicants must possess or obtain authorization to work in the U.S. for Zoetis.

🏝️ Benefits

• Healthcare and insurance benefits starting from day one.

• 401K plan with a matching contribution.

• Profit-sharing contribution from Zoetis.

• 4 weeks of vacation.

• Eligibility for short-term incentive compensation.