Customer Care Veterinary Technician
Zoetis
Summary
The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers. The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.
Job description
Position Responsibilities
- Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs
- Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines
- Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
- Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards
- Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)
- Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database
- Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
- Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business
- Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer
- Utilize phone, workforce management and QA systems with ease and efficiency
- Maintain collegial, team-player attitude when interacting with VMIPS colleagues
- Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
- Participate in ongoing departmental and weekly team meetings
Education and Experience
5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment.
Technical Skills Requirements
- Excellent verbal, written and interpersonal communication skills
- Excellent organizational skills, with a detailed oriented approach
- Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook
- Proficiency in data entry applications
- Experience in conflict resolution or grief counseling
- Clear, articulate and grammatically sound speech and professional phone manner
- Passion for providing customers with superior support and service
- Ability to learn, understand and communicate complex information over the telephone
- Strong rapport building skills and active listening skills
- Ability to display high-levels of initiative, effort and commitment to successfully complete projects and assignments
- Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge
- Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues
- Must be self-motivated and disciplined
- Ability to thrive in a changing environment independently and as a team member
- Flexibility and ability to handle multiple tasks simultaneously
- Must be able to successfully complete training and meet training expectations to service customers
Physical Position Requirements
- Sitting
- Standing
- Ability to work rotating shifts, Monday through Friday, including some evenings and holidays
Requirements
- 5 years clinical experience as a veterinary technician, or Veterinary Technician Credential (CVT, RVT, etc) in good standing, or relevant experience in a customer facing related environment
- Excellent verbal, written and interpersonal communication skills
- Excellent organizational skills, with a detailed oriented approach
- Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook
- Proficiency in data entry applications
- Experience in conflict resolution or grief counseling
- Clear, articulate and grammatically sound speech and professional phone manner
- Passion for providing customers with superior support and service
- Ability to learn, understand and communicate complex information over the telephone
- Strong rapport building skills and active listening skills
- Ability to display high-levels of initiative, effort and commitment to successfully complete projects and assignments
- Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge
- Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues
- Must be self-motivated and disciplined
- Ability to thrive in a changing environment independently and as a team member
- Flexibility and ability to handle multiple tasks simultaneously
- Must be able to successfully complete training and meet training expectations to service customers
- Ability to work rotating shifts, Monday through Friday, including some evenings and holidays
Benefits
- Healthcare & insurance day one
- 401(k) with match
- Profit-sharing contribution
- 4 weeks vacation
- Short-term incentive compensation
Company overview
Zoetis is a global leader in animal health, dedicated to advancing care for animals and the people who care for them. Originally established as the animal health division of Pfizer, Zoetis became an independent public company in 2013. The company develops, manufactures, and commercializes a comprehensive portfolio of medicines, vaccines, diagnostics, and other health products for both livestock and companion animals. With operations in more than 100 countries, Zoetis serves veterinarians, livestock producers, and pet owners worldwide. The company's product portfolio includes anti-infectives, vaccines, parasiticides, dermatology products, and other therapeutic solutions. Zoetis invests significantly in research and development to address unmet medical needs in animal health, focusing on areas such as pain management, infectious diseases, and chronic conditions. The company's commitment to innovation and quality has established it as a trusted partner in the animal health industry, contributing to food security and the well-being of companion animals globally.