Job description
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: $21.00 CAD/hour
RESPONSIBILITIES:
- Help end-users navigate the Avetta Cloud application
- Assist end-uses in making payment of their Membership Fees
- Verify technical documents submitted by end-users
- Record details of inquiries, comments and complaints
- Communicate and coordinate with internal departments to 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 presents Avetta in a positive light.
- Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Avetta
MINIMUM QUALIFICATIONS:
- Superior communication skills – both written and oral
- Meticulous attention to detail
- Strong multi-task skills
- An aptitude for 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
