Call Center Advisor 1 - Tier 1
Vetsource · United States
- Hybrid
- Full-time
- $79,550 / year
- United States
Job highlights
- Provide Tier 1 customer support via phone.
- Resolve client issues with products and services.
- Assist with orders, billing, and shipping inquiries.
- Requires customer service experience and typing skills.
- Full-time remote position with flexible scheduling.
About the role
About Vetsource
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, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals). We are an equal opportunity employer committed to fostering an inclusive and diverse workplace.
We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team. We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria. That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply!
Who We Are Looking For
Call Center Advisor 1 - Tier 1
This position provides first-tier customer service support for inbound calls to our call center. Tier 1 (T1) advisors are multi-skilled and cross-trained to support our partner and affiliate practices, pet parents, and retail partner CSRs on a wide variety of topics. T1 advisors can also expect to progressively learn more to resolve common customer issues.
This is a full-time, remote position. Our call center operating hours are 5 AM - 5 PM Pacific Time M-F, and 7 AM - 1 PM Pacific Time on Saturday. Saturday availability for rotating shifts is required; permanent Saturday shifts are also available.
What You’ll Do
- Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations
- Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued
- Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives
- Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service
- Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information
- Help shoppers place web orders, re-orders, and autoships
- Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems
What You Bring
- High School diploma or G.E.D.
- At least 1 year of customer service experience
- Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology
- Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective manner
- Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
- Ability to multitask efficiently with error-free written work
- Ability to diffuse emotional situations on the phone and de-escalate difficult situations
- Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service
- Ability to be trained via self-guided e-learning
- Ability to type accurately and for long periods of time; average typing speed 40 WPM
- Consistent and reliable attendance is required
- Must be able to work rotating Saturdays, or willing to work permanent Saturdays
Preferred Experience and Qualifications:
- Veterinary clinic or animal-related call center experience
- Bilingual in Spanish
- Remote work experience
Working Conditions
- Reliable internet access is required
- Sitting/standing at a desk working on a computer for long periods of time
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 and remote work where possible
- The opportunity to join one of our Associate Resource Groups, and fun company events!
*For Canadian based associates these specific benefits are not included
OUR VALUES
In addition to the benefits listed above, all associates 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): $19.00 - $19.50 / hour
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 includes a background check as a part of the hiring process, and will include a drug screen for pharmacy related roles. The background check will only be initiated after a conditional offer of employment has been made and will be subject to an individualized assessment, as required by law. 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
Key skills/competency
- Customer Service
- Call Center Operations
- Problem Resolution
- Communication Skills
- Active Listening
- Technical Support
- Multitasking
- Adaptability
- Time Management
- Empathy
Skills & topics
- Call Center Advisor
- Tier 1 Support
- Customer Service Representative
- Remote Work
- Pet Healthcare
- Veterinary Support
- Client Relations
- Inbound Calls
- Problem Solving
- Customer Support
How to get hired
- Tailor your resume: Highlight customer service experience, typing speed (40 WPM), and any tech troubleshooting skills.
- Showcase soft skills: Emphasize active listening, problem-solving, de-escalation, and multitasking abilities.
- Address remote work: Confirm you have reliable internet and can self-manage in a remote setting.
- Highlight pet passion: Mention any animal-related experience or genuine love for pets.
- Prepare for interview: Expect questions on customer interactions and how you handle difficult situations.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the pay range for a Call Center Advisor Tier 1 at Vetsource?
- For US-based applicants, the pay range for a Call Center Advisor Tier 1 at Vetsource is $19.00 - $19.50 per hour. Actual compensation may vary based on factors like experience and skills.
- Is the Call Center Advisor role at Vetsource remote?
- Yes, this is a full-time, remote position. You will need reliable internet access to perform the duties of this role.
- What are the required working hours for the Call Center Advisor Tier 1 position?
- The call center operates from 5 AM - 5 PM Pacific Time Monday-Friday, and 7 AM - 1 PM Pacific Time on Saturdays. Saturday availability for rotating shifts is required, and permanent Saturday shifts are also available.
- What qualifications are essential for the Call Center Advisor role at Vetsource?
- Essential qualifications include a High School diploma or G.E.D., at least 1 year of customer service experience, good computer skills, and the ability to type accurately at approximately 40 WPM. You should also be comfortable working in a fast-paced environment and possess strong communication and problem-solving skills.
- Does Vetsource offer benefits for this remote Call Center Advisor position?
- Yes, Vetsource offers competitive pay and benefits including medical, vision, dental, and life insurance, an Employee Assistance Program, pet insurance, virtual vet care, PTO, holidays, a retirement savings plan with employer matching, and paid parental leave. (Note: Some benefits may differ for Canadian associates).
- What kind of technical skills are needed for the Call Center Advisor Tier 1 role?
- Basic computer skills are necessary, including familiarity with business applications, email, instant messaging (Slack), Microsoft Suite, and Google Suite. The ability to troubleshoot basic technical issues like software updates, VPN, and internet connectivity is also beneficial.
- How does Vetsource handle applications for the Call Center Advisor role?
- Vetsource reviews applications carefully and thoughtfully. They encourage candidates to apply even if they don't meet 100% of the job requirements, as long as they feel they are a good fit for the role.
- What is the company culture like at Vetsource for a Call Center Advisor?
- Vetsource fosters an inclusive and diverse workplace with a strong emphasis on their core values: doing the right thing, treating others well, embracing change, being innovative, getting things done, and enjoying the work. They value diverse perspectives and experiences.