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 Manager of the Customer Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This Manager is responsible for the team of customer support agents who directly support our customers of the Antech Reference Labs. The Manager will work closely with the Support Enablement team to ensure a high quality of support for customers, excellent knowledge base content for their team, and will engage resources for resolution of escalated cases. They drive team engagement and development to ensure a strong talent pipeline that can supply teams within and outside of Customer Service.

　　Must be located in or near Loveland, CO

　　Essential Duties and Responsibilities

　　High level of knowledge of all job functions of team members within team as well as departmental workflows.

　　Manages, mentors, and trains assigned Team. Accountable for department and individual performance goals and assessment.

　　Serves as primary subject-matter expert for assigned team’s processes and supported products with regard to inter-departmental collaborative work.

　　Manages communication and oversight of outside consultants working directly with assigned team.

　　Identifies trends and process improvement opportunities for the team and makes suggestions to improve protocols and procedures to enhance external and internal customer service and satisfaction.

　　In partnership with the Leads and with the Quality Assurance team, ensures quality coaching is delivered to Queue Agents in support of Customer Service Vision.

　　Coaches and Trains Leads to deliver effective and developmentally focused feedback on performance, meaningful recognition, and how to identify “Stand-Out Moments” that need to be discussed.

　　Resolve escalated customer problems and complaints from Team, Support Enablement, Sales, or Marketing departments.

　　Provide input to management by monitoring trends in terms of customer training issues, instrumentation failures, problems, and resolutions.

　　Ensure that Leads and the Training & Onboarding team are upholding high quality application of laboratory practices and standards in the training of new associates and customers.

　　Perform on-site visits to customer facilities in support of resolution of escalated concerns in business-critical situations.

　　Maintain technical knowledge for self and team by attending educational workshops and lectures, manufacturer trainings, and by reviewing industry publications, and sharing learnings with Leads and peers.

　　Oversees and contributes to thorough documentation within the Customer Relationship Management (CRM) system.

　　Empowers the team to see client issues through to full resolution independently by creating a workplace culture where it is safe to make mistakes and learn from them.

　　Uncompromising ethical standards in leadership and business dealings.

　　Other duties as assigned in support of customer service and retention.

　　Education and Experience

　　Minimum of 3 years of leadership experience, with experience leading a customer service team preferred.

　　Minimum of 5 years in a veterinary customer support call center or equivalent related experience required.

　　High school diploma required.

　　Associates degree in business or veterinary related field, or equivalent related experience preferred.

　　Minimum of 2 years’ experience in call center environment is preferred.

　　Working knowledge of veterinarian, medical information technology (IT) and/or clinical diagnostic environment preferred.

　　Knowledge, Skills and Abilities

　　Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.

　　Ability to effectively shift attention between various tasks, team needs, and business demands.

　　Must be able to prioritize workflow demands by focusing on those of highest impact and delegating those that can be handled by Leads or Agents to empower and provide differentiated development experience.

　　Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.

　　Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.

　　Ability to promptly respond to inquiries or complaints from customers, co-workers, or other individuals.

　　Ability to effectively present information and respond to questions from managers, customers, and the general public.

　　Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.

　　Is available to and works both independently and cooperatively with associates. Understands the workload of the team and strives to provide balance between all members of the team.

　　Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.

　　Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.

　　Demonstrates ease in use of various computer and technological applications and learns new applications easily.

　　Ability to manage customer complaints through problem solving in the technical use of point-of-care and in-house diagnostic tests.

　　Ability to read, analyze, and interpret scientific and technical information.

　　Travel

　　Travel may be required on occasion up to 10% of the time.

　　Working Conditions

　　The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

　　The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present

　　The Target Pay Range for this position is $66,600 - $78,000 annually. At Antech, 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 (https://www.antechdiagnostics.com/about/careers/)