Escalations Representative

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

📋 Description

• Deliver Tier 2 customer support for issues referred 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 agents using the provided data, systems, and resources.

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

• Handle escalated inquiries regarding prescription issues, missing or inaccurate records, account modifications, reimbursements, and Vetco Rabies tag replacements.

• Recognize, monitor, and communicate trends, processes, and protocols that require enhancement.

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

• Identify and promote mutually beneficial solutions.

• Support colleagues and contribute to the overall success of Vetco Clinics.

• Utilize various systems to organize and track information efficiently.

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

• Modify communication style based on situational requirements.

• Uphold high performance standards and focus on continuous improvement.

• Determine necessary information to effectively resolve issues.

• Consider the effects on both external and internal customers when making decisions.

• Develop innovative strategies to enhance customer satisfaction.

• Take personal accountability for resolving service-related issues.

• Operate under the general guidance of the Vetco Escalations Manager with limited supervision, exercising judgment and independent decision-making within established guidelines.

⛳️ 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 preferred.

• Excellent verbal and written communication abilities.

• Required proficiency in Data/Order Entry Skills.

• Computer literacy with Microsoft Office applications is essential.

• Capability to manage multiple tasks and address customer inquiries and complaints.

• Ability to type at a minimum speed of 65 wpm.

• Capacity to perform duties and responsibilities with or without reasonable accommodation.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodation for duties and responsibilities.