Customer Support Consultant III

Requisition Title: Customer Support Consultant III

Location: Westbrook, ME

Duration: 12+ months

Ideally in the office at least Tuesday-Thursday 9am-5pm ET, for right candidate we can be flexible Monday and Friday No travel required for this role

TOP (3) REQUIRED SKILLSETS:

• Attention to detail.
• Computer Acumen cloud software, Microsoft 365 suite (excel, outlook, etc.) Professional Written and Verbal communication NICE TO HAVE SKILLSETS:
• Excel Knowledge
• Process Improvement experience (Lean Six Sigma) Accounting/Finance/Bookkeeping

Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES:

Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.

Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.

Determines customer needs, researches and provides solutions, coordinating with other team members as needed.

Ensures ongoing customer satisfaction and continuing strong customer relationships.

Supports quality management system and other compliance requirements.

EDUCATION:

High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.

Technical record keeping management skills.

Reasoning and analytical skills to resolve issues.

Phone skills, with ability to establish rapport.

Attention to detail.

Organized with ability to multi-task.

Ability to work independently and as part of a team.

Supervisory skills, if a lead position.

Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.

Personal computer skills, including Microsoft Office.