Job Description
Job Title: Veterinary Assistant/Customer Support Representative
Location: Duluth, GA 30096 (Hybrid (3 days onsite / 2 days remote)
Type: Long Term Contract Role
About the Role
The Customer Support Representative is responsible for handling complex customer service interactions across multiple channels, including phone and email. This role requires the ability to quickly assess customer needs, analyze issues, and provide accurate resolutions while delivering an exceptional customer experience.
The representative will manage inquiries related to billing, orders, website navigation, complaints, and account-related issues, ensuring proper documentation and follow-up through resolution.
Key Responsibilities
- Handle inbound and outbound customer interactions via phone, email, and self-service platforms
- Assess, clarify, and analyze customer needs to provide effective solutions
- Resolve account inquiries including billing issues, order entry, order status, and website navigation
- Document all customer interactions accurately within internal systems
- Monitor customer cases through to resolution and perform required follow-ups
- Execute outbound calls and emails in accordance with BIAH standards
- Accommodate special customer requests and resolve complaints using sound judgment and decision-making
- Support marketing programs, product inquiries, pricing, and order-related questions
- Anticipate customer needs and promote relevant products, services, or online account management tools (upselling/cross-selling)
- Maintain strong knowledge of processes, procedures, and systems used for customer support
- Collaborate with team members and communicate day-to-day work status updates
Shift & Schedule Details
- Shifts may include:
- 8:00 AM – 5:00 PM
- 8:30 AM – 5:30 PM
- 9:00 AM – 6:00 PM
- Shift assignment is based on performance and attendance during training
- Bi-annual shift changes may be required per company policy
Required Skills & Qualifications
- High School Diploma (required)
- Bachelor’s degree from an accredited institution (preferred)
- Strong written and verbal communication skills
- Excellent interpersonal and customer service skills
- Ability to multitask and manage multiple systems simultaneously
- Proficiency with Microsoft applications and call center software
- Ability to adapt quickly to changes in processes and procedures
- Strong research and analytical skills to support effective decision-making
- Ability to learn and comprehend abstract, technical, and complex information
- Experience with Salesforce and/or SAP is a plus
- Animal or veterinary industry experience is a plus
Thanks
Job Tags
Long term contract, Remote work, Shift work,