Escalations Representative
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Job Description
Vetco Tier 2 representative resolving escalated prescription, account, reimbursement, and technical support issues. Supporting Petco call centers, field teams, pharmacy partners, and Vetco Clinics.
Responsibilities:
- Provide Tier 2 customer support for issues escalated from the Vetco Call Center, Petco Call Center, Field Operations, and Pharmacy Partners
- Approve or deny prescription order requests via portal, fax, or phone
- Answer technical and customer service questions from field teams and call center agents using provided data, systems, and resources
- Escalate issues to the Supervisor and confer with team members as necessary
- Respond to escalated inquiries involving prescription issues, missing or incorrect records, account changes, reimbursements, and Vetco Rabies tag replacements
- Identify, track, and communicate trends, functions, and protocols needing improvement
- Serve as a resource for call center agents and field teams
- Identify and advocate for mutually beneficial solutions
- Support fellow employees and contribute to the overall success of Vetco Clinics
- Use various systems to organize and track information
- Adapt to departmental and companywide changes and suggest ways to improve their effectiveness
- Adjust communication style based on situational needs
- Maintain high performance standards and continuous improvement
- Identify information needed to solve problems effectively
- Consider the impact on external and internal customers when taking action
- Develop creative approaches to increase customer satisfaction
- Take personal responsibility for resolving service problems
- Work under the general direction of the Vetco Escalations Manager with limited supervision, exercising judgment and independent decision-making within guidelines
Requirements:
- High School Diploma or GED equivalent desired
- At least 2 years previous experience preferred in an animal or medical related field
- Strong verbal and written communication skills
- Proficient Data/Order Entry Skills required
- Computer proficiency utilizing Microsoft Office applications
- Ability to multi-task and respond to customer questions and complaints
- Ability to type at least 65 wpm
- Ability to perform duties and responsibilities with or without a reasonable accommodation
Benefits:
- Equal Opportunity Employer
- Reasonable accommodation for duties and responsibilities
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