Hybrid Sr Customer Support Representative (Vetify Fulfillment Representative) chez Avetta, LLC

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