"Alerted.org

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Must be located in or near Carlsbad, CA

The Target Pay Range for this position is $20.00 Hourly. At Mars, pay decisions are** **determined** **using factors such as relevant job-related skills, experience, education,** **training** **and budget.

Job Purpose/Overview

The Customer Support Representative provides administrative support to the technical support team, while also addressing and deflecting customer inquiries and how-to’s. This individual is highly customer-centric, customer focused, and an excellent communicator. The Customer Support Representative handles incoming inquiries via email and by phone, provides case and RMA support, supports interdepartmental requests in addition to deflecting how-to’s and providing answers to general customer questions. This position requires empathy, compassion, and a desire to fully support customer needs. In addition, this position requires very high attention to detail, organization and engagement with our internal and external customers. Ability to follow processes and direction is critical to be successful in this role.

Essential Duties and Responsibilities

+ Maintains a high level of customer service by creating an outstanding support experience and exhibiting excellent customer service skills

+ Provides administrative support to department technicians related to cases and RMAs, including communication with cross-functional departments related to customer inquiries

+ Supports general customer inquiries and how-to questions related to Antech Sound Imaging products and services

+ Handles inbound internal and external customer calls

+ Ensures timely responses related to support related calls and emails

+ Utilizes CRM dashboards to track and resolvecases, loaned equipment retrieval, rental fees, etc.

+ Uses and applies support resources to problem solve: KBs, user manuals and department processes

+ Communicates clearly, efficiently, and professionally with associates and customers

+ Must be empathetic with ability to interpret a customer’s state of mind and alter communication style accordingly while controlling the call

+ Must be able to adapt to change quickly and effortlessly

+ Welcomes performance feedback and executes when change is required

+ Troubleshoot laser equipment and process RMA as needed

+ Other tasks may be assigned in accordance with business needs

​

Education and Experience

+ Completion of high school

+ College degree preferred and/or equivalent experience ​

Knowledge, Skills and Abilities

+ 1 to 2 years of customer service experience,preferably in a call center environment

+ Customer Service oriented mentality

+ Excellent problem solving skills

+ Strong command of the English language with the ability to compose professional and grammatically correct communications

+ Versed in Microsoft applications

+ Familiar with CRM or ticketing systems

+ Experience with Salesforce a plus

+ Detail oriented and highly organized

+ Executes on priorities and takes responsibility and ownership of their work

+ Strong communication skills

+ Must work well independently and work in a matrix based organization with minimal direction

+ Ability to function in a team environment and prioritize work to meet the needs and goals of the organization

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment including use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

_Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates._

+ All Full-time associates are eligible for the following benefits and more:

+ Paid Time Off & Holidays

+ Medical, Dental, Vision (Multiple Plans Available)

+ Basic Life (Company Paid) & Supplemental Life

+ Short and Long Term Disability (Company Paid)

+ Flexible Spending Accounts/Health Savings Accounts

+ Paid Parental Leave

+ 401(k) with company match

+ Tuition/Continuing Education Reimbursement

+ Life Assistance Program

+ Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers (http://careers.antechdiagnostics.com/us/en/affirmative-action) .

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.