Customer Support Specialist – Reference Lab (Evergreen)

Job description

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets.

Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development.

Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom.

Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site.

Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

**Must be located in or near Loveland, CO, Lake Success NY, OR Fountain Valley CA.**

This is created for those who would like to be considered for a Customer support position in the future.

**Job Purpose/Overview**

The Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support.

They are responsible for managing and servicing incoming customer calls with a customer-forward approach and a high level of empathy.

This position requires a professional with strong relationship building and communication skills.

The Customer Support Specialist accurately enters orders and is knowledgeable about Antech products and programs.

**Essential Duties and Responsibilities**

+ Provides superior customer service and remains solution driven with all customers and/or customer concerns.
+ Provide phone coverage within the queue
+ Handles customer issues, as needed, to ensure quality customer service.
+ Effectively uses multiple software systems to service accounts.

This includes but is not limited to Customer Relationship Management (CRM) Software, Enterprise Resource Planning (ERP) Software, and Microsoft Suite.
+ Demonstrates proficiency in all products and is seen as a knowledgeable resource in all product categories.
+ Investigates customer issues and finds appropriate solutions.
+ Takes incoming calls and places orders for supplies or consumables, or handles inquiries as requested.

**Additional for Reference Lab Team members:**

+ Fax reports via automated and/or manual methods
+ Process requests to add, cancel and/or recheck tests
+ Process supply orders
+ Understand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratory
+ Accurately relay proper specimen handling requirements
+ Accurately relay test turnaround times
+ Verbally communicate test results over the phone when requested
+ Locate and pull test request forms to verify information as requested by the client
+ Effectively navigate through laboratory and CRM software systems
+ Provide detailed notes within accessions
+ Accurately create and turn over problem cases
+ Transfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriate
+ Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory
+ Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
+ Effectively handle consultation calls once the CS queues are mastered:
+ Set-up and transfer calls to either Internal Medicine or Exotic consultants
+ Email consult requests to outside/specialty consultants via Outlook email
+ Pull ISIS reference ranges and fax to clients anytime reports do not include normal interpretive guidelines

**Education and Experience**

+ High school diploma required.
+ **Associates degree in business or veterinary related field, or equivalent related experience preferred.**
+ Minimum of 2 years’ experience in call center environment is preferred.
+ Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.

**Knowledge, Skills and Abilities**

+ Excellent customer service skills including patience, ability to listen and ability to provide a positive experience with all interactions.
+ Strong organizational skills and attention to detail.
+ Demonstrated ability to approach problems and find appropriate solutions.
+ Ability to work effectively in a team environment.
+ Ability to adapt and be flexible in a variety of situations.
+ Displays strong oral and written communication, especially over the telephone, with both internally and externally customers.
+ Accurate and efficient data entry skills.
+ Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.
+ Intermediate ability with Salesforce.com or similar CRM (Customer Relationship Management) preferred.
+ Ability to maintain quality assurance metrics for queue as determined by Customer Support Leadership and the Support Enablement Team.

**Working Conditions**

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.

The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.

The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.

The associate is occasionally required to sit and stoop, bend, kneel, or crouch.

The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office.

The noise level in the work environment is usually moderate.

The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet.

The associate is frequently required to use a calculator; fax, copy machine, and phone system.

The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.

Environment where pets are present

**About Antech**

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes.

Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

_Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates._

+ All Full-time associates are eligible for the following benefits and more:
+ Paid Time Off & Holidays
+ Medical, Dental, Vision (Multiple Plans Available)
+ Basic Life (Company Paid) & Supplemental Life
+ Short and Long Term Disability (Company Paid)
+ Flexible Spending Accounts/Health Savings Accounts
+ Paid Parental Leave
+ 401(k) with company match
+ Tuition/Continuing Education Reimbursement
+ Life Assistance Program
+ Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled.

For a complete EEO statement, please see our Career page at Antech Careers (http://careers.antechdiagnostics.com/us/en/affirmative-action) .

**Note to Search Firms/Agencies**

Antech Diagnostics, Inc.

and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific.

Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.

Required Skill Profession

Other General