[Hiring] Customer Support Consultant - Bilingual (French & English) @IDEXX

Role Description

Our Customer Support Consultants are the direct line between IDEXX and our customers. 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.

• Thrive in a fast-paced environment with an average of 50-70 calls daily.
• Navigate a variety of inquiries to provide solutions every 5 minutes.
• Resolve customer inquiries through various methods of communication.
• Utilize documentation and programs to ensure solutions while on the call.
• Work from home full-time, with virtual onboarding, training, and support.
• Act as the liaison between customers and the IDEXX laboratories.
• Answer customer questions and effectively resolve issues.
• Provide and clarify lab test results, coordinate follow-up tests, and help with sample pickup and delivery.

Qualifications

• Fluent in both French and English.
• Highly motivated, goal-oriented, and a strong collaborator.
• Proven track record of providing extraordinary customer service.
• Experience in a technically related field, veterinary practice, laboratory setting, or contact center environment is helpful.
• Strong computer and technical skills.
• Master problem solver with fine attention to detail.
• Strong organizational skills in a multi-tasking environment.
• Ability to learn quickly and apply skills to various customer interactions.
• Superb listening and communication (verbal and written) skills.
• Strong interpersonal skills with the ability to establish rapport quickly.
• Associate’s or bachelor's degree in a computer-related or scientific discipline preferred.
• Ability to be on the phone for 8 hours a day in a quiet workspace or office.

Requirements

• Availability by telephone, voicemail, email, and Teams Microsoft messaging during scheduled business hours.
• High-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload).
• Maintain supplied equipment (laptop, docking station, monitor(s), and headset) appropriately.
• Schedule flexibility to work 8.5 hours between 11:30am and 8:00pm EST Monday-Friday and Saturdays (9am -5:30pm EST) on a rotating basis.
• Reliable and dependable attendance is essential.

Benefits

• Hourly rate of $20/hr + based on experience.
• Eligible for annual bonus.
• Health / Dental / Vision Benefits.

Company Description

IDEXX is an innovation leader in every industry we serve, helping pet owners worldwide keep their companion animals healthy and happy, ensuring safe drinking water for billions, and helping farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

• Positive and respectful work culture that embraces challenges and encourages learning and discovery.
• Competitive compensation, incentives, and benefits.
• Purposeful work that drives improvement.