Sign upLog in

Customer Care Diagnostics Veterinary Technician

Integrated Resources, Inc

West Whiteland Township, Pennsylvania

Apply
JOB DETAILS
JOB TYPE
Full-time
SKILLS
Adverse Events, Call Centers, Certified Veterinary Technician (CVT), Clinical Research, Communication Skills, Conflict Resolution, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Documentation, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Laboratory, Laboratory Testing, Legal, Medical Terminology, Microsoft Excel, Microsoft Outlook, Microsoft Word, Multitasking, Organizational Skills, Persuasion Skills, Pharmacovigilance, Presentation/Verbal Skills, Problem Solving Skills, Product Testing, Public/Media/Press/Analyst Relations, Regulations, Rehabilitation Nursing, Standard Operating Procedures (SOP), Strategic Planning, Telephone Skills, Test Case, Training/Teaching, Typing, Veterinary Medicine, Writing Skills
LOCATION
West Whiteland Township, Pennsylvania
POSTED
1 day ago
Customer Care Diagnostics Veterinary TechnicianIntegrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.Title: Customer Care Diagnostics Veterinary TechnicianDuration: 12+ monthsLocation: Exton, PA.The candidate must have a certification in veterinary technology as well as clinic experience. Call center hours are 9-7 pm. Candidate must be able to do shift work and have flexibility to accommodate the call center hours.DescriptionThe Customer Care Veterinary Technician/Veterinarian will respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs) and be responsible for first contact resolution of inquiries and adverse experiences involving Client product.Provide superior customer centric diagnostics support to veterinary clients and consumers related to Client point-of-care (POC) diagnostic instruments and services through the conveyance of technical informationTroubleshoot caller concerns and resolve questions and issues using internal resourcesUtilize effective communication techniques with callers, customize solutions and ensure the delivery of mutual resolutionAssure the documenting, tracking, and reporting of alleged adverse events involving Client products complies with current pharmacovigilance requirements and standardsAnswer, document, and resolve companion animal and equine related incoming calls from customers in accordance with Client guidelines related to Client Point-of-Care diagnostic testing.Case responsibilities include:InquiriesProduct quality (product defect) reportsAdverse reaction reportsLack of efficacy reportsBe versed and familiar with the Witness and Alpha-Trak product linesArrange for confirmatory testing when appropriateArrange for product replacement when appropriateAbility to speak fluently with confidence to veterinary staff about product, diagnostic interpretation, treatment protocolsEnsure that appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, technical investigations, responses to inquiries and complaints, follow-up and the use of the pharmacovigilance databaseMaintain familiarity with Client products to maximize the ability to relate to situations encountered by customersMaintain basic familiarity with relevant competitor diagnostic products as comparative inquiries are not uncommonAbility to logically evaluate and troubleshoot product use difficulties experienced by customersAs a subject-matter-expert, conduct training for VMIPS and Client colleaguesAssist with the development and implementation of strategies to enhance the customer experienceIn the spirit of One Client, work with and maintain relationships with US Strategic Growth and Global Diagnostic colleaguesMaintain knowledge of VMIPS processes and working practicesMaintain proficiency with the use of the pharmacovigilance databaseEnsure visibility of cases with potential legal or public relations sensitivityEmphasize service and promote positive customer experience in every encounter; maintain fluency with successful customer communication techniquesParticipate in and complete all training, product certification and personal development opportunitiesContribute to team meetings and proactively look for continuous improvement opportunitiesEnsure a close and cohesively workflow with VMIPS technicians, veterinarians and Data Entry TechniciansProvide additional VMIPS team support as requested by managementQualificationsQualifications (i.e., preferred education, experience, attributes)DVM, VMD from an accredited veterinary college, Bachelors of Science or Certification as a Veterinary Technician (RVT, LVT, CVT)Minimum of 5 years of relevant laboratory experience (either in a reference laboratory, academic institution, or clinic setting), with experience setting up, running and reading lab tests and operating lab instrumentsMinimum of 2 years of clinical practice experiencePrior call center experience preferred.Experience with pharmacovigilance and/or experience with industry regulatory obligations.Excellent verbal, written and interpersonal communication skills.Excellent organizational skills, with a detailed oriented approach.Knowledge of Client products so as to answer or facilitate the answering of calls.Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook.Proficiency in data entry applications.Experience in conflict resolution or grief counseling.Clear, articulate and grammatically sound speech and professional phone manner.Strong focus on providing customers with superior support and service.Ability to learn, understand and communicate complex information over the telephone.Strong rapport building skills and active listening skills.Excellent, closing, persuasion and presentation skills.Ability to display high-levels of initiative, effort and commitment to successfully complete projects and assignments.Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.Must be self-motivated and disciplined.Good organizational and planning skills, strong attention to detail and accuracy.Ability to work in a changing environment independently and as a team member.Flexibility and ability to handle multiple tasks simultaneously.Must be able to deal with people at all levels inside and outside of the company.Must be able to successfully complete training and meet training expectations in order to proceed to servicing customers.

About the Company

I

Integrated Resources, Inc