Summary The role of the Veterinary Support role will be to provide veterinarian peer review of health concerns involving pets (i.e., reviewing veterinary records related to alleged health concerns received both internally and externally) via phone, email, mail and social media. Expertise and knowledge in veterinary medicine/medical vet records will allow Veterinary Support to assess the accuracy and validity of the health concerns presented.
The licensed Veterinary Support representative will deliver superior support for customer service experiences to consumers contacting Purina Pet Care via phone, email, mail and social media. The position will also provide management support in the areas of quality assurance and training, and will provide guidance when handling sensitive health concerns are received. This may involve offering support and advice on how to best handle these situations with empathy, professionalism, and confidentiality to ensure sensitive health concerns are addressed appropriately and with the utmost care.
Essential Duties & Responsibility
Other duties may be assigned:
Ensure 100% of consumer interactions are reviewed and assessed on quality of information captured in a designated database within an agreed upon timeframe.
Will partner with all levels within the organization and may communicate directly with the client contact and consumer's veterinarian. This position will not speak with consumers directly.
Assist with training for both new hires and also refresher training) within the area of expertise to include: basic pet care, pet health, and pet nutrition.
Complete requested follow-up action on consumer interactions.
Identify and document serious contacts as defined in SOPs. Escalating interactions to management as appropriate.
Leverage knowledge and experience to help create and possibly train contact center employees, equipping them with the necessary skills and knowledge to provide quality care and support to pets and their owners.
Establish and maintain a high-level of knowledge of Purina Pet Care products and services, across multiple business units.
Manage consumer-reported adverse events, product complaints, and consumer questions and comments on the telephone and through e-mail, mail and social media.
Build rapport and loyalty with consumers through exceptional verbal and written interactions.
Excellent business communication skills required along with organizational skills, attention to detail, and a positive and professional demeanor. Able to foster remarkable consumer experiences with strong interpersonal and conversational skills.
Ability to display patience and empathy while skillfully ensuring consumer needs are fulfilled in a timely and satisfactory fashion with expectations being met and exceeded.
Maintain licensure/registration as current and in good standing.
Leadership Responsibilities
Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives and is expected to lead by example.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Report identified Consumer Care Center training needs and system errors/discrepancies to the Team Lead.
Work with all levels of the organization.
Achieve and maintain the department and client metrics.
Assist in the development and delivery of training programs.
Monitor call flow and queue activity as required.
Identify process improvement opportunities and recommend solutions.
Participate in meetings. Follow applicable Standard Operating Procedures (SOP) and Work Instructions (WI)
Must demonstrate good listening skills, problem solving, and decision-making abilities.
Exercises good judgment. Knows when to involve supervisors.
Must follow all applicable compliance regulations to properly handle the consumer interaction (phone/email/mail) and personal, individually-identifiable information.
Must accurately document all interactions using appropriate terminology.
Have strong attention to detail and accuracy.
Must have the proven ability to meet deadlines in a fast-paced environment.
Ability to function in a team environment and embrace change.
Must have the proven ability to work independently and deliver results.
Highly self-motivated and directed with the ability to prioritize and execute tasks.
Successfully complete all required training and certification programs by deadlines.
Demonstrate applied competency in quality/compliance standards and applicable Program, Client and Corporate policies, procedures and work instructions though appropriate and timely analysis, decision-making, communication and recordkeeping.
EDUCATION and/or EXPERIENCE
Doctor of Veterinary Medicine or equivalent is required.
1+ years in a small animal private practice or an Internship is required.
Minimum of 3+ years' experience in private practice or similar industry is strongly preferred.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology and ability to maintain strong competencies with all computer systems and processes involved in the handling of consumer interactions within the Purina Pet Care Center. Individual must possess the ability to learn and understand new software and other technology applications as introduced by both the Client and Alta Resources.