Customer Support Representative

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.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
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.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
Job Purpose/ Overview
The Customer Support Representative provides administrative support to the technical support team, while also addressing and deflecting customer inquiries and how-to's. This individual is highly customer-centric, customer focused, and an excellent communicator. The Customer Support Representative handles incoming inquiries via email and by phone, provides case and RMA support, supports interdepartmental requests in addition to deflecting how-to's and providing answers to general customer questions. This position requires empathy, compassion, and a desire to fully support customer needs. In addition, this position requires very high attention to detail, organization and engagement with our internal and external customers. Ability to follow processes and direction is critical to be successful in this role.
Essential Duties and Responsibilities

• Maintains a high level of customer service by creating an outstanding support experience and exhibiting excellent customer service skills
• Provides administrative support to department technicians related to cases and RMAs, including communication with cross-functional departments related to customer inquiries
• Supports general customer inquiries and how-to questions related to Antech Sound Imaging products and services
• Handles inbound internal and external customer calls
• Ensures timely responses related to support related calls and emails
• Utilizes CRM dashboards to track and resolve cases, loaned equipment retrieval, rental fees, etc.
• Uses and applies support resources to problem solve: KBs, user manuals and department processes
• Communicates clearly, efficiently, and professionally with associates and customers
• Must be empathetic with ability to interpret a customer's state of mind and alter communication style accordingly while controlling the call
• Must be able to adapt to change quickly and effortlessly
• Welcomes performance feedback and executes when change is required
• Troubleshoot laser equipment and process RMA as needed
• Other tasks may be assigned in accordance with business needs

Education and Experience

• Completion of high school
• College degree preferred and/or equivalent experience

Knowlege, Skills and abilities

• 1 to 2 years of customer service experience, preferably in a call center environment
• Customer Service oriented mentality
• Excellent problem solving skills
• Strong command of the English language with the ability to compose professional and grammatically correct communications
• Versed in Microsoft applications
• Familiar with CRM or ticketing systems
• Experience with Salesforce a plus
• Detail oriented and highly organized
• Executes on priorities and takes responsibility and ownership of their work
• Strong communication skills
• Must work well independently and work in a matrix based organization with minimal direction
• Ability to function in a team environment and prioritize work to meet the needs and goals of the organization

Working Conditions

• Extensive typing & data entry
• Occasional lifting up to 25lbs., and pushing/pulling up 55lbs
• Predominately sitting
• 40 WPM required

The Target Pay Range for this position is $18.00 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
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.
Full-time employees are eligible for the following benefits and more:

• 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
• Paid Time Off & Holidays
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts
• Several other health and wellness benefits

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers