Customer Care Veterinary Technician
Zoetis


Job Info


POSITION 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.

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
  • Manage multiple tasks simultaneously in a consistently changing environment; work with manager to prioritize appropriately
  • Perform other duties as requested by your manager

ORGANIZATIONAL RELATIONSHIPS

  • Other VMIPS personnel (Technicians, Veterinarians, Customer Support Specialists, Quality Assurance Specialists and Managers)
  • Field representatives (Sales)
  • Customer Care (Veterinary Customer Service, Tech Support -Diagnostic, Zoetis Reference Labs Customer Service)
  • Veterinary Medicine Research and Development-Pharmacovigilance

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

Indicate the technical skills required and/or preferred, as applicable.
  • 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

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.



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