Title: Customer Care Diagnostics Veterinary Technician
Duration: 12+ months
Location: Exton, PA.
*The candidate must have a certification in veterinary technology as well as clinic experience.
*Call center hours are 9-7 pm. Candidate must be able to do shift work and have flexibility to accommodate the call center hours.
Description
- The Customer Care Veterinary Technician/Veterinarian will 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) and be responsible for first contact resolution of inquiries and adverse experiences involving Client product.
- Provide superior customer centric diagnostics support to veterinary clients and consumers related to Client point-of-care (POC) diagnostic instruments and services through the conveyance of technical information
- Troubleshoot caller concerns and resolve questions and issues using internal resources
- Utilize effective communication techniques with callers, customize solutions and ensure the delivery of mutual resolution
- Assure the documenting, tracking, and reporting of alleged adverse events involving Client products complies with current pharmacovigilance requirements and standards
- Answer, document, and resolve companion animal and equine related incoming calls from customers in accordance with Client guidelines related to Client Point-of-Care diagnostic testing.
Case responsibilities include:
- Inquiries
- Product quality (product defect) reports
- Adverse reaction reports
- Lack of efficacy reports
- Be versed and familiar with the Witness and Alpha-Trak product lines
- Arrange for confirmatory testing when appropriate
- Arrange for product replacement when appropriate
- Ability to speak fluently with confidence to veterinary staff about product, diagnostic interpretation, treatment protocols
- Ensure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, technical investigations, responses to inquiries and complaints, follow-up and the use of the pharmacovigilance database
- Maintain familiarity with Client products to maximize the ability to relate to situations encountered by customers
- Maintain basic familiarity with relevant competitor diagnostic products as comparative inquiries are not uncommon
- Ability to logically evaluate and troubleshoot product use difficulties experienced by customers
- As a subject-matter-expert, conduct training for VMIPS and Client colleagues
- Assist with the development and implementation of strategies to enhance the customer experience
- In the spirit of One Client, work with and maintain relationships with US Strategic Growth and Global Diagnostic colleagues
- Maintain knowledge of VMIPS processes and working practices
- Maintain proficiency with the use of the pharmacovigilance database
- Ensure visibility of cases with potential legal or public relations sensitivity
- Emphasize service and promote positive customer experience in every encounter; maintain fluency with successful customer communication techniques
- Participate in and complete all training, product certification and personal development opportunities
- Contribute to team meetings and proactively look for continuous improvement opportunities
- Ensure a close and cohesively workflow with VMIPS technicians, veterinarians and Data Entry Technicians
- Provide additional VMIPS team support as requested by management