[Hiring] Escalations Representative @PETCO Animal Supplies Stores, Inc.

Role Description

This position is responsible for Tier 2 customer support and solves and responds to issues escalated from the Vetco Call Center, Petco Call Center, Field Operations, and Pharmacy Partners. They provide a variety of customer support services, which primarily includes:

• Prescription approval
• Account maintenance
• Reimbursements
• Answering and resolving technical and complex customer support issues and concerns via e-mail, Salesforce, and Pet Pass account notes

Essential Job Functions

The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation:

• Approval and denial of prescription order requests via portal, fax, or phone. Must have strong attention to detail to ensure accuracy.
• Answers field teams and call center agent’s technical and customer service questions utilizing data, systems, and resources provided, escalating up to the Supervisor and conferring with team members as necessary.
• Responds to escalated customer and call center agent inquiries on prescription issues, missing or incorrect records, account changes, reimbursements, Vetco Rabies tag replacements, and more.
• Identifies, tracks, and communicates concerning trends, functions, and protocols that need improvement.
• Demonstrates core company values to effectively interact with partners at various levels.
• Is likely to work as an informal resource to others with less experience.

Other Duties and Responsibilities

• Serves as a resource for call center agents and field teams requiring assistance with information to resolve customer issues and problems efficiently.
• Identifies and pushes for solutions in which all parties can benefit.
• Helps and supports fellow employees in their work to contribute to the overall success of Vetco Clinics.
• Uses various systems to organize and efficiently keep track of information.
• Follows through on all commitments.
• Adapts to change quickly and easily.
• Makes suggestions for increasing the effectiveness of changes.
• Shows willingness to learn new methods, procedures, or techniques, resulting from departmental or companywide change.
• Adapts communication style or method of approach based on the needs of the situation.
• Holds performance to a high set of standards and remains committed to continuous improvement.
• Identifies the information needed to solve a problem effectively.
• Considers the impact of external and internal customers when taking action or carrying out job responsibility.
• Looks for creative approaches to increase customer satisfaction.
• Takes personal responsibility for resolving service problems.

Nature of Supervision

Work is performed under the general direction of the Vetco Escalations Manager. Guidance may be provided on non-routine tasks and situations; however, judgment and independent decision-making is expected within guidelines and procedures. Collaboration is expected when needed to ensure desired customer and business outcome(s). Works under limited supervision.

Impact

The representative has direct impact on influencing the customer experience. Failure to provide the desired experience is likely to impact perception of the brand, customer retention, and loss of future sales.

Qualifications

• High School Diploma or GED equivalent desired.
• At least 2 years previous experience preferred in an animal or medical related field.
• 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.
• Strong written and verbal communication skills, with the ability to type at least 65 wpm.