Senior Customer Solutions & Support Representative – Veterinarian

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

📋 Description

• Oversee daily customer systems support operations, ensuring balanced work assignments, monitoring queues, and following up on issues.

• Address intricate customer systems support cases and persistent process challenges.

• Document or escalate issues accompanied by necessary evidence when required.

• Generate precise and comprehensive support records, logs, reconciliations, and case documentation.

• Examine recurring errors, delays in cycle times, and service exceptions by utilizing operational data and trends.

• Implement sanctioned corrective measures to avert future occurrences.

• Convert changes in policy, procedures, system functionalities, and business requirements into workflows, templates, job aids, and guidance for the team.

• Facilitate cross-training and modify work sequences during periods of high volume or employee absences.

• Assist in maintaining coverage across related support processes.

• Compile status summaries, exception reports, and recommended actions for management, outlining operational impacts, risks, and service implications.

⛳️ Requirements

• High School Diploma/GED or equivalent experience is mandatory.

• A minimum of 3 years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field is essential.

• Preferred: Certification in IT service management, customer support, customer relationship management systems, process improvement, or a comparable certification.

• Shift hours: 8am–5pm.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.