The role of a Precision Animal Health (PAH) customer triage specialist (CTS) is to categorize, prioritize and distribute customer inquiries to the appropriate pillar of the customer experience team.
They will act as the first line of communication for all phone inquiries. Impecable customer experience is top priority.
Position Responsibilities
Promote an Excellent Customer Experience by categorizing, prioritizing and distributing customer inquiries
Handle customer calls to answer first level questions and address concerns and remain solution-driven
Actively listen to a customers' goals to identify the correct Zoetis resources to achive a positive outcome for our customers. Connect the customer with the appropriate resources
'Delight the Customer' in all interactions by providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals
Manage multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail
Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
Teamwork - share, collaborate and act as a team player.
Organizational Relationships
This position requires communication with external customers and the field force (ABM, DPS, TBM)
Collaborate with other pillars of the PAH customer experience team
Education and Experiences
Undergraduate degree (BS/BA) preferred
1 year customer experience
Knowledge of beef and or dairy operations is preferred
Technical Skills Required
Excellent written and oral communication skills
Previous training/onboarding experience preferred
Proficiency in PowerPoint, Excel, and Word applications
Knowledge retention and recall
Experience using a CRM (TouchPoint preferred)
Full time
Regular
Colleague
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