What are the responsibilities and job description for the Veterinary Pharmacy Care Associate (FT) position at Mixlab.?
Mixlab is a fast-growing veterinary compounding pharmacy, and we’re hiring a Care Associate in our LA pharmacy. We are looking for a customer-focused individual who is passionate about providing personalized care for pets and pet-owners with a positive, can-do attitude, and ability to #MakeItHappen for our furry (and scaly!) friends no matter what. Taking care of customers and veterinarians is our #1 priority. Every member of our organization — from our CEO to our couriers — is directly involved with customer care on a hands-on, daily basis.
Our Care Associates must be detail-oriented, thorough, and obsessed with creating the best possible experience for our customers.
This is a full-time hourly role with benefits.
RESPONSIBILITIES:
- Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude.
- Quickly and efficiently handle communication with customers by answering phone calls, text messages, emails to answer their questions, solve their problems, and ensure that all of their needs are met.
- Answer phone calls, emails, and text messages from customers and answer their questions, take billing information, schedule delivery, or resolve problems.
- Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pet's medication.
- Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching.
- Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner.
- Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions take information for new prescriptions or update them on the status of orders.
- Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns.
- Follow Mixlab company workflow and processes to ensure smooth daily operations,
- Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping.
- Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients.
- Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc.
- Create prescriptions and online orders responsibly and correctly with extreme attention to detail.
- Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference.
- Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order.
- Work together with your team members to ensure all orders are placed and all needs are met on a daily basis.
ABOUT YOU:
- You have a Bachelor’s Degree or High School Diploma (or equivalent) with relevant experience.
- You have 2-3 years of experience in a customer-centric role.
- You have experience working in veterinary care or the medical field, or a strong interest in working in the field.
- You have the ability to learn basic medication and administration information and be able to help resolve customer issues but know when a question needs to be escalated to a pharmacist for assistance.
- You have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and California State Food & Drug Administration laws.
- You solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients.
- You have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure.
- You have the ability to empathize during difficult conversations and prioritize pet parents' needs.
- You have excellent communication skills - both written & verbal.
- You have the ability to learn and adapt to changing software and platforms.
- You have the flexibility to work nights, weekends, and holidays.
- MUST LOVE PETS and their people!
Mixlab launched in the fall of 2017 to make the pet pharmacy experience delightful for veterinarians and pet parents. In just a few years, we’ve established trusted partnerships (and friendships!) with veterinarians and pet parents across the country. We focus on quality and delivering the best customer experience - check out our Instagram and 5-star reviews across Google, Yelp, and Facebook! We are rapidly growing the team so that we can give all pets the personalized care they deserve.
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