About the Role
The position focuses on maintaining strong customer relationships through timely responses, coordination of support efforts, and proactive follow-up to ensure client needs are met efficiently and professionally.
Responsibilities
- Manage incoming customer inquiries via phone and email with accuracy and professionalism
- Track and document customer interactions in the company's CRM system
- Collaborate with internal teams to resolve client issues promptly
- Follow up on service requests to ensure timely resolution
- Maintain up-to-date customer account information
- Escalate complex issues to appropriate departments when necessary
- Support onboarding processes for new clients
- Monitor customer satisfaction and identify areas for improvement
- Coordinate communication between clients and technical support teams
- Assist in processing service changes and account updates
- Provide status updates to customers on open cases
- Ensure adherence to service level agreements
- Identify recurring customer issues and report trends to supervisors
- Participate in training sessions to stay current on products and policies
- Maintain confidentiality of customer data
- Assist with customer retention initiatives
- Respond to requests for information about services and pricing
- Facilitate smooth transitions during customer account changes
- Support the resolution of billing-related inquiries
- Contribute to process improvement projects related to customer service
- Prepare reports on customer service metrics
- Ensure consistent messaging across customer touchpoints
- Act as a point of contact for designated client accounts
- Promote a positive customer experience through clear communication
- Support team goals related to service quality and efficiency
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with remote and office components
Team
Part of the customer success team reporting to the regional manager
About Us
We are a global technology and services company dedicated to advancing veterinary medicine. Our platform connects practices with tools and resources to improve care and operational efficiency. Innovation and client support are central to our mission.
What We Offer
Comprehensive health benefits, retirement savings plans, paid time off, professional development opportunities, employee assistance programs, and access to wellness initiatives.
Not available for this position
