Now Recruiting
|
 |
|
|
|
| » Job Details | Go Back |
| Job Title: Customer Support Consultant II |
| Description |
| A Customer Support Consultant II will provide support to customers with inquiries regarding account information, products and services. Focus on identifying issues using troubleshooting techniques that include long-term resolution management. Make empowered decisions and work to provide resolution quickly and efficiently.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provide quality customer and follow-up support by answering questions posed by both internal and external customers.
Provide support for processing orders, and answering customer questions related to accounts, products, and services.
Assist the customer with IDEXX product options and resources to best suit their needs by addressing questions and identifying appropriate contacts.
Work within all the standard operating procedures (SOPs), work instructions (WI) and policies.
Document customer transactions in a computer based tracking system.
Work to support call center goals.
Responsible for adapting known trouble shooting techniques and technical information to help identify resolutions to newly identified issues.
Identify opportunities to educate customers on proper usage and functionality of IDEXX products.
Responsible for handling difficult customer situations turning them into a positive customer experience.
Responsible for seeking assistance on difficult customer issues when necessary.
Support an expanding base of veterinary products.
Balance common sense budget management with corporate objectives when offering replacement products or services.
Responsible for balancing customers needs with corporate objectives and policies.
Responsible for following established guidelines and appropriate communication of issues regarding products and services.
Other duties as assigned.
MINIMUM QUALIFICATIONS:
EDUCATION:
A college degree is preferred. Biology or Chemistry is a plus.
EXPERIENCE:
1-2 years of experience in customer service in a fast-paced, business environment.
Experience in a customer service and/or technically related field preferred.
Proven experience in working with customers, especially within IDEXX Reference Laboratories preferred.
REQUIRED SKILLS AND ABILITIES:
Excellent customer service skills which support the IDEXX mission and value statement.
Ability to handle difficult customer situations and seek assistance on difficult situations.
Strong verbal and written communications.
Ability to effectively function in a team environment and support teammates by being flexible and presenting a positive attitude.
Ability to recognize trends and minor changes.
Ability to work independently and with minimal supervision.
Must be organized and detail-oriented.
Ability to multi task effectively.
Must be computer literate in Microsoft Office. Understanding of SAP and Antrim preferred.
Ability to provide and receive constructive feedback.
Ability to balance common sense budget management with corporate objectives when offering free products and services.
Proven follow up skills.
Exhibits a high level of drive and determination and shows initiative.
Ability to listen to and comprehend information and feedback.
Decision making and problem solving skills.
Strong mathematical skills. Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent and to calculate discounts.
Understand general statistical and analytical techniques.
Proven solid past performance, ability to maintain solid call monitoring and notes-consist in high quality.
Suggest improvements designed to enhance the team and call center performance as well as the image of IDEXX.
Ability to use and demonstrate an understanding of the technology used in the products that the group supports as well as that of our competitors.
PHYSICAL DEMANDS:
Extensive phone and computer use.
Some travel.
Pager required based on skill.
WORK ENVIRONMENT:
Normal office environment.
Hours may vary.
No unsolicited Employment Agency resumes are accepted.
|
| Details |
| Post Date: |
02/02/2010 |
| Hours: |
Full Time |
| Location: |
Quebec / Canada |
| Working Term: |
Permanent |
| Salary: |
|
|
|
|
|
| |
|
|
