Tier 2 Call Center Advisor, Pharmacy Technician (Remote)

Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them.

If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you.

At Vetsource, we know that we do our best work when we have an inclusive and diverse team, where we can draw on our different life experiences to help us deliver innovative solutions for our customers. We are an equal opportunity employer that values diversity, equity, and an inclusive workplace. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized people tend to only when they check every box. So if you think you might be a good fit for the role, but don't necessarily meet every single requirement on the job posting, we still encourage you to apply.

Tier 2 Call Center Advisor, CPhT; Retail Team (Remote)

Pharmacy Technician license or certification is REQUIRED. Must be licensed in Oregon state or Nationwide.

As the first contact to our clients the T2 call center advisor will provide exceptional customer service to our home delivery and retail clients by assisting with placing orders, initiating replacement orders when needed, updating client and pet information, answering questions, resolving problems, addressing issues regarding products and/or services, provides support to resolve customer inquiries or concerns. This position will be fully remote indefinitely as the board of pharmacy has passed a ruling to allow this.

This is a full time position to work 40 hours per week. Must be able to work a schedule of Monday through Friday with a rotating Saturday.

Responsibilities:

• Answering pet owner transfer calls from T1 advisors to address their needs, complaints or other issues with products or services. Keeping records of all customer conversations
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Engaging in active listening with callers, confirming or clarifying information, identifying customer needs, researching issues and provide solutions and/or alternatives
• Assisting pet parents with Rx order management and complex troubleshooting Ecommerce concerns
• Identify and resolve root causes of client dissatisfaction or confusion
• Risk mitigation for high-risk accounts. Partner with key stakeholders to enhance supportive structure
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
  
  

Experience and Qualifications:

• You must be currently licensed or certified as a pharmacy technician in Oregon state, or, if you are nationally certified, you must be able to initiate the licensure process within the first 14 days, and be licensed within 90 days, to become a Licensed Pharmacy Technician through the Oregon Board of Pharmacy
• At least 1 year Customer Service experience
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
• Excellent adherence to policies/procedures; demonstrates precision and good judgment at all times with respect to daily function
• Must be team-oriented, possess a positive attitude and work well with others
• Someone who takes pride in excellent attendance and a strong work ethic
• Someone who possesses attention to detail and accurate data entry in a fast-paced environment
• Responsible for proper telephone and email etiquette with a friendly can-do attitude
  
  

Preferred Experience and Qualifications:

• Veterinary experience, preferred
• Bilingual preferred
  
  

ENVIRONMENTAL DEMANDS:

• Someone with reliable and robust internet connection in your home, and the ability to work a full shift without interruption
• Must be able to work a rotating Saturday
• Prolonged periods of sitting at a desk, working on a computer, and speaking on the phone
• Must be able to multitask with error free work
• Must be able to look at a screen(s) and type accurately for long periods of time. Average typing speed 40 WPM
• Training is conducted via eLearning and is self completed
  
  

What Can You Expect From Vetsource

In addition to an inclusive and welcoming culture, Vetsource also offers:

• Competitive pay and benefits including medical, vision*, dental, and life insurance
• Employee Assistance Program
• Pet insurance* and Virtual vet care
• PTO, Holidays, Floating Holidays, and Volunteer Day
• Retirement Savings Plan (401k/ RRSP) with employer matching program
• Paid parental leave
• Flexible scheduling, including remote work where possible
• The opportunity to join one of our Employee Resource Groups, and fun company events!
• For Canadian based employees these specific benefits are not included
  
  

OUR VALUES

In addition to the benefits listed above, all employees are expected to support and model Vetsource’s Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive!

Pay Range (US based applicants)

Licensed Technician: $17.00 - $19.00

Certified Technician: $18.14 - $21.00

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to job-related skills, experience, certifications, relevant education and training, while also considering internal equity.

The statements in this document are intended to describe the general nature and level of work being performed for this role, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Our pre-employment process in the US includes a background check as a part of the hiring process, and will include a drug screen for pharmacy related roles. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please email careers@vetsource.com, or if you have general questions relating to this process. No agencies please. We are an equal opportunity employer.

Vetsource is an E-verify employer.

www.vetsource.com