Escalations Representative
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Job Description
Petco Vetco Escalations Representative handling prescription approvals, reimbursements, and complex customer issues. Supporting Vetco clinics and call-center teams through Salesforce and related systems.
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
- Respond to escalated inquiries involving prescription issues, missing or incorrect records, account changes, reimbursements, and Vetco Rabies tag replacements
- Use email, Salesforce, and Pet Pass account notes to resolve customer support issues
- Identify, track, and communicate trends, functions, and protocols requiring improvement
- Serve as a resource for call center agents and field teams
- Escalate issues to the Supervisor and confer with team members as necessary
- Identify and promote mutually beneficial solutions
- Support fellow employees and contribute to the success of Vetco Clinics
- Use various systems to organize and track information
- Adapt to departmental and companywide changes and suggest improvements
- Maintain high performance standards and pursue continuous improvement
- Identify information needed to solve problems effectively
- Consider external and internal customer impact 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 and exercise independent judgment
Requirements:
- High School Diploma or GED equivalent desired
- At least 2 years previous experience in an animal or medical related field preferred
- 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
- Must be able to perform duties with or without reasonable accommodation
Benefits:
- Equal Opportunity Employer
- Reasonable accommodation for job duties
- Opportunity to create an exciting career path
- Wellbeing support
- Opportunity to work remotely
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