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Contact Center Representative - Mars Veterinary

LOCATION: 

Vancouver, WA, US

JOB CATEGORY:  R&D
REQUISITION NUMBER:  201263

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

 

Position Title     Contact Center Representative

Reports to          Customer Service Manager

Segment             Mars Vet - Wisdom Health

Location/Site      Vancouver, WA / POV

 

Purpose of Role:

The Contact Center Representative is responsible for receiving and responding to external communications received via telephone and email. Representatives will be required to provide the highest level of customer service and satisfaction by assuring prompt, courteous and accurate responses to customer inquiries. This role requires the representative to exercise independent judgment and provide accurate product information while adapting and applying the guidelines specified by Customer Service Manager.

Primary correspondence will be with pet owners, veterinary professionals/clinics, and shelters.

 

Principal Accountabilities:

  • Completely and accurately answer phone calls, emails and letters from vet clinics, pet owners and shelters in accordance with performance standards.
  • Accurately handle complaints and refund requests according to department policies and procedures.
  • Ensure continuous follow-ups until issues are resolved.
  • Appropriately classify and track pertinent subject matters, ensuring timely follow up.
  • Assist customers with website navigation, online registration, and product information.
  • Maintain a high level of confidentiality and ensure compliance with company policies and external regulations.
  • Participate in ongoing product training to learn and maintain strong knowledge of product information.
  • Work on special projects as assigned by the Customer Service Manager or other managers from the Wisdom Health business. Take part in any outbound call campaigns when necessary.
  • Duties as assigned.

 

Key Functional Skills/Knowledge

  • Well-developed customer service skills (personal, courteous, and professional)
  • Strong interpersonal and communication skills, both written and verbal, are essential.
  • Highly proficient in Microsoft Office (Excel, Word, PowerPoint, etc.) and consistently delivers high quality and quantity of output.
  • Requires outstanding problem solving, follow-through, attention to detail and organizational skills.

 

Key Experiences

  • Minimum of 2-3 years of inside sales/customer service experience.
  • Ability to function as a team player in an open office environment.
  • Desired Education
  • High School Diploma required
  • BSc degree preferred
  • Registered veterinary technician or equivalent practice experience is preferred
  • Decision Making Authority and Impact
  • Handles the first contact inquiries and may route customers to Science Support
  • Specialist, Customer Service Manager, Technical Support Analyst, and/or other managers as appropriate.
  • Recommendations
  • Offer recommendations to the Customer Service Manager for systems or implementation of process/procedure changes to increase efficiency.

 

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

 


Nearest Major Market: Portland Oregon
Nearest Secondary Market: Tacoma

Job Segment: Customer Service Representative, Inside Sales, Telemarketing, Technical Support, Customer Service, Sales, Technology

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