We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Hours: M-F 6:30am - 3pm with alternating Saturdays

Pay: $15

PURPOSE OF JOB: 

The primary responsibility of the Client Services Representative is to provide superior customer support to our clientele.  This person must possess excellent phone skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base.  This agent must be able to effectively multi-task, while showing superior follow through on any problem cases they might face throughout the day.  The ideal CSR candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customer with the best possible service experience.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:  

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Provide phone coverage within the queueFax reports via automated and/or manual methodsProcess requests to add, cancel and/or recheck testsProcess supply ordersUnderstand and be able to effectively explain differences in tests, methodologies and profiles that are offered by the laboratoryAccurately relay proper specimen handling requirementsAccurately relay test turnaround timesVerbally communicate test results over the phone when requestedLocate and pull test request forms to verify information as requested by the clientEffectively navigate through both Antrim and Atlas software systemsProvide detailed INQ notes within accessionsAccurately create and turn over problem cases to LABC via Problem Tracking in AtlasTransfer calls to satellite laboratories, as well as other departments, queues and/or employees when appropriateCultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratoryPossess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolutionEffectively handle consultation calls once the CS queues are mastered:Performs other duties as assigned.We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.     

           

EDUCATION/EXPERIENCE:

High school diploma or equivalent Possess either customer service, veterinary, medical and/or laboratory experienceMinimum of 1 year experience as a veterinary technician, laboratory technician or medical assistant is preferredRelated experience such as veterinary or biology credits, call center or other intensive service background is optimal

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REQUIRED SKILLS AND ABILITIES:   

Organized with the ability to multi-task in a fast paced environmentStrong interpersonal, organizational, negotiation and problem solving skillsExcellent verbal and written communication skillsMaintain an average queue availability of at least 65%Queue average = handling time + availabilityHandle an average of no less than 18 calls per hourAverage a score of 90% or greater on all written testsProficiency with Microsoft Office Products including Word, Excel, and PowerPoint

PHYSICAL DEMANDS: 

Extensive sitting, phone, and computer use (at desk 95% of shift)Extend and reach with hands and arms and use hands and fingersOccasionally required to bend, kneel, stoop, or crouchMay be required to lift, move, and carry up to 10 lbs.Specific vision abilities required including close vision, color vision, depth perception, and the ability to adjust focus.Hearing ability to effectively communicate via the telephone and in personAbility to communicate verbally on the telephone and in personFluency in the English language

WORK ENVIRONMENT: 

The employee will primarily work in a typical office environment including use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent. 

The noise level in the work environment is usually moderate.  The employee will be required to use a computer, spreadsheets, data base management, email, and the Internet.  The employee is frequently required to use a calculator; fax, copy machine, and phone system. 

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

All Full-time associates are eligible for the following benefits and more:

Paid Time Off & Holidays

Medical, Dental, Vision (Multiple Plans Available)

Basic Life (Company Paid) & Supplemental Life

Short and Long Term Disability (Company Paid)

Flexible Spending Accounts/Health Savings Accounts

Paid Parental Leave

401(k) with company match

Tuition/Continuing Education Reimbursement

Life Assistance Program

Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.