Customer Support Consultant I

Our Customer Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily).  Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call. 

Does that sound like you?

We are hiring for our Reference Laboratory customer support team, with a start date of October 23, 2023. 

Our Customer Support Consultants are working from home fulltime and will continue to remain virtual. This means that we are providing our onboarding, training, and support for our new hires (like yourself) virtually as well.

In the role of Reference Laboratory Customer Support Consultant 

• You will act as the liaison between customers and the IDEXX laboratories.
• As a member of this team, you will answer customer questions and quickly and effectively resolve issues. 
• You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.

What You Need to Succeed 

• The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator. 
• A proven track record of providing extraordinary customer service.
• You are experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
• It is important to have strong computer and technical skills.
• You will be a master problem solver with fine attention to detail while leveraging your strong organizational skills in a multi-tasking environment.
• You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions. 
• Superb listening and communication (verbal and written) skills are a must in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have.
• You possess an associate’s or bachelor's degree in a computer-related discipline or scientific (Biology/Chemistry/etc.) discipline is preferred or equivalent combination of education and experience.  
• Ability to be on the phone for 8 hours a day in a quiet workspace or office.

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

Do you already meet the above internet requirements or be able to meet them by August 21, 2023?

Schedule:  

• This role requires schedule flexibility. The ability to work 8.5 hours between 7:30am and 10:00pm EST Monday-Friday and Saturdays (8am -11pm EST) on a rotating basis. Overtime and On-call time may be required.
• Reliable and dependable attendance is an essential function of this position.  

Why IDEXX

We’re proud of the work we do because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 11,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. 

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

#LI-REMOTE

Salary : $44,400 - $56,200