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Vetco Customer Service Representative

Our vision at Petco is Healthier Pets. Happier People. Better World. We're making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.
From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization.
Position Purpose
The Customer Service Representative is primarily responsible for responding to customer inquiries for both internal and external customers. The Coordinator serves as a technical expert to the Call Center team by ensuring the efficient resolution of customer related issues by recognizing, recommending, and developing improvements to processes and procedures. In addition to responding to customer inquiries the Representative manages issues from customers that may require deviation from standard procedures and ensure functionality is maintained and reflects the business objectives of the company.
The Representative proactively provides feedback for processes and procedures, streamline work flow and serves as a subject matter expert in resolving customer issues.
Essential Job Functions:The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.
Support Vetco Clinics goals and values when processing 3rd party prescription requests
Maintain efficient customer records by managing several spreadsheets
Serves as a resource for call center agents requiring assistance with information to resolve customer issues and problems efficiently
Demonstrates respect for the opinions of others
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
Shares information and own expertise with others to enable them to accomplish group goals
Produces results or provides services that meets or exceeds expectations
Uses various systems to organize and efficiently keep track of information
Adds value to the customer experience
Provides alternatives to call center agents assisting to resolve customer inquiries
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
Interact with associates at all levels within the organization
Adapts communication style or method of approach based on the needs of the situation
Asks open-ended questions that encourage others to give their points-of-view and is approachable at all times
Refrains from immediate judgment and criticism of others' ideas
Delivers criticism in a way that demonstrates sensitivity to the feelings of others and waits for others to finish their intended message before responding
Effectively transfers thoughts and expresses ideas verbally in individual or group situations
Checks for understanding of the communication by asking open-ended questions that draw out the listener's understanding
Shows a passion for improving the delivery of service with a commitment to continuous improvement
Holds performance to a high set of standards and remains accountable to continuous improvement
Manages work flow by organizing daily deliverables to achieve prompt customer resolution
Builds a logical approach to address problems or opportunities
Thinks of several possible alternatives for a situation and anticipates potential obstacles and develops resolutions to overcome them
Identifies the information needed to solve a problem effectively
Presents problems and recommends solutions to others rather than just identifying or describing the problem itself
Demonstrates a strong commitment to meeting the needs of coworkers, managers and customers
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
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