Vetco Escalations Representative

Want to help pets live their best lives?

We're proud to be where the pets go and where the pet people go. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets and people.

• Pet First - Protect & Empower. All pets should Live their Best Life. We put the needs of pets and pet parents at the center of everything we do.
• Foster the Fun - Connect & Bond. Our Passion for pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.
• Let's Go! Own & Commit. We are stronger as One Petco team. We bring our unique superpowers and champion authenticity in everyone to drive success.

We're proud to be "where the pets go" to find everything they need to live their best lives for more than 60 years - from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood - the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately 7 million animals through in-store adoption events.

Position Purpose

This position is responsible for Tier 2 customer support and solves and responds to issues escalated from the Vetco Call Center, Petco Call Center, Field Operations and Pharmacy Partners. They provide a variety of customer support services, which primarily includes prescription approval, account maintenance and reimbursements as well as answering and resolving technical and complex customer support issues and concerns via e-mail, Salesforce and Pet Pass account notes.

Essential Job Functions

The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.

Approval and denial of prescription order requests via portal, fax or phone. Must have strong attention to detail to ensure accuracy.

Answers field teams and call center agent's technical and Customer Service questions utilizing data, systems, and resources provided, escalating up to the Supervisor and conferring with team members as necessary.

Responds to escalated customer and call center agent inquiries on prescription issues, missing or incorrect records, account changes, reimbursements, Vetco Rabies tag replacements and more.

Identifies, tracks and communicates concerning trends, functions and protocols that need improvement.

Demonstrates core company values to effectively interact with partners at various levels.

Is likely to work as an informal resource to others with less experience.

Other Duties and Responsibilities:

• Serves as a resource for call center agents and field teams requiring assistance with information to resolve customer issues and problems efficiently

• Identifies and pushes for solutions in which all parties can benefit

• Helps and supports fellow employees in their work to contribute to the overall success of Vetco Clinics

• Uses various systems to organize and efficiently keep track of information

• Follows through on all commitments

• Adapts to change quickly and easily

• Makes suggestions for increasing the effectiveness of changes

• Shows willingness to learn new methods, procedures, or techniques, resulting from departmental or companywide change

• Adapts communication style or method of approach based on the needs of the situation

• Holds performance to a high set of standards and remains committed to continuous improvement

• Identifies the information needed to solve a problem effectively

• Considers the impact of external and internal customers when taking action or carrying out job responsibility

• Looks for creative approaches to increase customer satisfaction

• Takes personal responsibility for resolving service problems

Nature of Supervision:

Work is performed under the general direction of the Vetco Escalations Manager. Guidance may be provided on non-routine tasks and situations, however, judgment and independent decision-making is expected within guidelines and procedures. Collaboration is expected when needed to ensure desired customer and business outcome(s). Works under limited supervision.

Impact:

The representative has direct impact on influencing the customer experience. Failure to provide the desired experience is likely to impact perception of the brand, customer retention, and loss of future sales.

Education/Experience:

• High School Diploma or GED equivalent desired.

• At least 2 years previous experience preferred in an animal or medical related field

• Strong verbal and written communication skills

• Proficient Data/Order Entry Skills required

• Computer proficiency utilizing Microsoft Office applications

• Ability to multi-task and respond to customer questions and complaints

• Strong written and verbal communication skills, with the ability to type at least 65 wpm

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For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see https://careers.petco.com/us/en/key-benefits

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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