Mixlab, the fast-growing veterinary compounding pharmacy, is hiring a Care Specialist to remotely support our customer service operations. We are looking for a customer-focused individual who is passionate about providing personalized care for pets and pet owners with a positive, can-do attitude, and an ability to #MakeItHappen for our furry (and scaly!) friends no matter what. Taking care of customers and veterinarians is our #1 priority. You will be an integral part in helping us to ensure our pharmacy operations run smoothly, and to make Mixlab a 100% dependable resource for our customers and veterinarians alike.
Our Care Associates must be detail-oriented, thorough, and obsessed with creating the best possible experience for our customers.
RESPONSIBILITIES:
Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude:
Quickly and efficiently handle communication with customers by answering phone calls, text messages, and emails regarding billing, delivery, and general questions to ensure that all of customer needs are met and problems are resolved
Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication
Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching
Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner:
Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders
Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns
Follow Mixlab company workflow and processes to ensure smooth daily operations:
Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping
Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients
Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc.
Create prescriptions and online orders responsibly and correctly with extreme attention to detail
Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference
Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order
Work together with your team members to ensure all orders are placed and all needs are met on a daily basis.
ABOUT YOU:
You have a Bachelor’s Degree or High School Diploma (or equivalent) with relevant experience
You have 2-3 years of experience in customer-centric role, such as a Customer Service Representative
You have experience working in veterinary care or the medical field, or a strong interest in working in the field.
You have the ability to learn basic medication and administration information and be able to help resolve customer issues but knowing when a question needs to be escalated to a pharmacist for assistance
You have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and New York State Food & Drug Administration laws.
You solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients.
You have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure
You have the ability to empathize during difficult conversations and prioritize pet parents needs
You have excellent communication skills - both written & verbal
You have the ability to learn and adapt to changing software and platforms
You have flexibility to work nights, weekends, and holidays
MUST LOVE PETS and their people!
What we offer
100% employer-paid health, dental and vision insurance for our employees, effective on the first of the month following your start date
Paid time off for vacation, holidays and sick time, with the ability to accrue more vacation time with increased tenure
Competitive starting wages with the opportunity for rapid career growth, promotion, and wage increases
Company Stock Options
Pre-tax commuter benefits, dependent care, HSA and FSA
Employer-paid short and long-term disability leave, parental leave, and life insurance
401k with $300/year match
Referral bonus payouts of up to $1,000 for a successful referral
Human and pet wellness benefits, including $650/year allowance for routine pet care through Wagmo
Discounts on many items through Perkspot
And more!
