Escalations Representative

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

📋 Description

• Deliver Tier 2 customer support for issues escalated from the Vetco Call Center, Petco Call Center, Field Operations, and Pharmacy Partners.

• Approve or reject prescription order requests via portal, fax, or phone.

• Address technical and customer service inquiries from field teams and call center representatives.

• Respond to escalated questions related to prescription issues, missing or incorrect records, account modifications, reimbursements, and Vetco Rabies tag replacements.

• Utilize email, Salesforce, and Pet Pass account notes to resolve customer support challenges.

• Identify, monitor, and communicate trends, functions, and protocols that need enhancement.

• Act as a resource for call center agents and field teams.

• Escalate issues to the Supervisor and collaborate with team members as needed.

• Recognize and promote mutually advantageous solutions.

• Assist colleagues and contribute to the success of Vetco Clinics.

• Use various systems to organize and track information effectively.

• Adapt to departmental and company-wide changes while suggesting improvements.

• Maintain high-performance standards and strive for continuous improvement.

• Identify necessary information to solve problems efficiently.

• Take into account the impact on external and internal customers when making decisions.

• Develop innovative strategies to enhance customer satisfaction.

• Assume personal responsibility for resolving service issues.

• Operate under the general guidance of the Vetco Escalations Manager with limited supervision, exercising independent judgment.

⛳️ Requirements

• High School Diploma or GED equivalent is preferred.

• A minimum of 2 years of prior experience in an animal or medical-related field is desirable.

• Excellent verbal and written communication skills are essential.

• Required proficiency in data/order entry skills.

• Computer literacy with Microsoft Office applications is necessary.

• Ability to manage multiple tasks and respond to customer inquiries and complaints effectively.

• Capable of typing at least 65 words per minute.

• Must be able to perform duties with or without reasonable accommodation.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for job responsibilities.

• Opportunity to forge an exciting career path.

• Wellbeing support.

• Chance to work remotely.