<p>Responds to consumer and pet parent inquiries and requests for product information by listening to consumers, assessing needs, formulating appropriate responses, and taking necessary action to resolve their needs at a service level expected by PetIQ. Performs follow up calls with our pet parents that may have reported an adverse reaction after receiving our services and collaborate with our veterinary field teams to collect information and report to product manufacturers in the event of reactions or product quality concerns. Provides client education to our pet parents which includes follow up calls/emails regarding positive diagnostics.</p> <p>Essential Functions/Job Duties:</p> <ul> <li>Responds to customer inquiries and answer questions which are received via telephone and e-mail. Researches, analyzes, and processes information requests in a timely manner to provide exceptional customer service. </li><li>Provides clear advice about products and product usage using a thorough working knowledge of existing products. </li><li>Answer live calls and follow up with our pet parents who have used our veterinary services to inquire about status of their pets after reported adverse reactions to product or vaccines. Facilitate investigations/possible reimbursements with manufacturers. Collaborate with our field teams to collect information and respond to pet parents accordingly. </li><li>Provide follow-up to pet parents regarding positive diagnostic tests as well as provide treatment options & client education when necessary </li><li>Review and approve/deny prescription medications received via third party sources (fax, online pharmacy portals, written scripts) making sure to abide by state pharmacy laws within the context of a veterinarian-client-patient-relationship (VCPR). </li><li>Manages consumer/pet parent cases by consulting with veterinary professionals and consumers/pet parents to gather critical information needed to determine the cause of an event from initiation to the closing of the case. </li><li>Ensures all information is current and accurate by collecting/entering data from callers into the database or Apollo. </li><li>Maintains a thorough list of working knowledge of all existing and future products. </li><li>Perform other duties as assigned or needed. </li></ul> <p>Minimum Qualifications:</p> <ul> <li>2+ years working with companion animals </li></ul> <p>Education Requirements:</p> <ul> <li>State Licensure or Registration in at least 1 state preferred (LVT or CVT) </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Customer service background </li><li>Superb communication skills </li><li>Must be able to communicate clearly to answer questions and provide advice to consumers and pet parents in alignment with medical compliance and good practice standards </li><li>Strong administrative and organizational skills </li><li>Creative/analytical problem-solving skills </li><li>Strong MS excel and Word experience </li></ul> <p>Physical Requirements:</p> <ul> <li>Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. </li><li>Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. </li></ul> <p>Company Overview:</p> <p>PetIQ provides convenient and affordable pet health and wellness products and veterinary services to pets and their families through retail and ecommerce channels across the country.</p> <p>We are advocates for pet parents, because we believe that all pet parents should be able to provide necessary care that enhances the lives of their pets.</p> <p>Why join the PetIQ Team?</p> <ul> <li>Mission-Driven Impact: Join a team dedicated to helping pets live their best lives by providing affordable, innovative veterinary solutions. </li><li>Innovative Culture: Be part of a company that challenges industry norms with creative and resourceful solutions. </li><li>Collaborative Excellence: Thrive in an environment that values continuous improvement, high standards, and teamwork. </li><li>Humble & Hungry Spirit: Work alongside passionate professionals committed to making a real difference in pet care. </li></ul> <p>Closing:</p> <p>PetIQ is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, sexual orientation, marital status, familial status, domestic partnership or civil union status, military or veteran status, disability, medical condition, genetic information, or any other characteristic protected by federal, state, or local law.</p> <p>We believe in providing equal opportunities for all qualified individuals and strive to create a work environment free from discrimination, harassment, and retaliation. If you require a reasonable accommodation during the application or employment process, please contact HR@PetIQ.com</p> <p>*</p>