Sr Customer Support Representative (Vetify Fulfillment Representative)

The Vetify Fulfillment Rep (Sr Customer Support) will assist Connect Cloud end-users maximize the use and value of the application.Vetify Fulfillment supports both the Connect application and the underlying compliance and qualification business process.End-user entry points into Avetta Customer Service include, phone, chat, web tickets and end-user self-service.The work performed by a Vetify Fulfillment rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications. Avetta Vetify fulfillment provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction.

If residing within commutable distance to one of our offices, a hybrid schedule would be required (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance. If on a hybrid schedule, the first 4-8 weeks would be fully in office for training.

Pay rate: $18.00 USD/hour

RESPONSIBILITIES:

• Helpend-users navigate the Avetta Cloud application
• Assist end-uses in making payment of their Membership Fees
• Verifytechnicaldocuments submitted by end-users
• Record details of inquiries, comments and complaints
• Communicate and coordinate with internal departmentsto resolve Customer requests
• Record end-user reported defects and product gaps
• Handle and resolve customer complaints when necessary
• Conduct all customer interactions in a manner that presentsAvettain a positive light.
• Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established byAvetta

MINIMUM QUALIFICATIONS:

• Superiorcommunication skills– both written and oral
• Meticulous attention to detail
• Strong multi-task skills
• Anaptitudefor learning online software systems
• Excellent troubleshooting and problem-solving skills
• Working knowledge of desktop productivity applications (Word, Excel, etc.)
• Passion/desire to help Customers
• Self-motivated
• Desire to learn both new technology and new business processes
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with

METRICS THAT MATTER:

• Green flag completion percentage
• Call and email count
• CSAT and NPS scores