Customer Care Call Center Representative for Equine, Zoo, and Wildlife

The CC Equine Specialist is a key operational role and high-level performer, responsible for the delivery of the highest quality and complete knowledge for equine customer support solutions and services, providing an extraordinary experience for our Wedgewood Equine customers.

Essential Functions:

· Provide tier II support with the Customer Care Operations team

· Identify, investigate, and resolve in depth customer issues and concerns through multi-channel communications – phone, email, and chat.

· Deliver high-quality professional resolutions to all internal and external customers

· Be the subject matter expert on all internal and online systems and processes; can readily assist all equine internal and external customers

· Identify system, customer, and quality trends

Required Skills & Abilities:

· Extremely customer-focused, providing the best customer experience at every touch

· High-touch performer based on quality, speed, and resolution

· An excellent oral & written communicator

· Active and responsive problem solver

· Adaptable to change, feedback, and direction; continually performance-focused

· Strong multi-tasker

· Detail-oriented with a sense of urgency

· Team-centric and collaborative

· 1-3 years’ experience in an equine customer service environment

· Excellent performance and attendance record

· Thorough knowledge of departmental processes, procedures, and policies

· Exceptional verbal and written communication; can speak and write intelligently, clearly, and concisely to get messages across that have the desired effect

· Problem solver; looks beyond the obvious and doesn’t stop at the first answer

· Strong organizational and time management skills are a must

· Pharmacy Technician License or willing to obtain

Physical Requirements (if applicable):

· Normal office activity including keyboarding, interacting with others, participating in meetings, extended periods of sitting and/or standing in an open office environment.

· Light physical effort (usually lifting/moving up to 25 pounds)

· Ability to work extended hours and weekends on occasion.

What’s in it for you:

• A comprehensive benefits package that includes health, dental, and flexible spending accounts
• 401(k) retirement plan with a generous company contribution to help you save for the future
• Company-paid life and disability insurance
• Access to voluntary insurance options
• A generous paid time off program that increases every year
• Tuition reimbursement
• Opportunity for growth - We believe in promoting from within and do so through our internal job posting program!