CUSTOMER CARE ASSOCIATE - Mixlabrx : Job Details

**Customer Care Associate**

New York, NY / Pharmacy Operations Care / Full-Time Hourly Mixlab is a fast-growing veterinary compounding pharmacy, and were hiring a Care Associate in our NY pharmacy. We are looking for a customer focused individual who is passionate about providing personalized care for pets and pet-owners with a positive, can-do attitude, and an ability to #MakeItHappen for our furry (and scaly!) friends no matter what. Taking care of customers and veterinarians is our #1 priority. Every member of our organization from our CEO to our couriers is directly involved with customer care on a hands-on, daily basis. Our Care Associates must be detail oriented, thorough, and obsessed with creating the best possible experience for our customers.

**This is a full-time hourly role.** **RESPONSIBILITIES:**

+ Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude:

+ Quickly and efficiently handle communication with customers by answering phone calls, text messages, emails to answer their questions, solve their problems, and ensure that all of their needs are met.

+ Answer phone calls, emails, and text messages from customers and answer their questions, take billing information, schedule delivery, or resolve problems

+ Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication

+ Inform customers of Mixlabs values, policies and procedures as a client, and occasionally sell Mixlab to new customers over the phone who are considering switching

+ Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner:

+ Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders

+ Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns

+ Follow Mixlab company workflow and processes to ensure smooth daily operations:

+ Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping

+ Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients

+ Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc.

+ Create prescriptions and online orders responsibly and correctly with extreme attention to detail

+ Process payment information and schedule deliveries based on Mixlabs delivery schedule and customer preference

+ Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order

+ Work together with your team members to ensure all orders are placed and all needs are met on a daily basis.

+ You have a Bachelors Degree or High School Diploma (or equivalent) with relevant experience

+ You have 2-3 years of experience in customer-centric role, such as a Customer Service Representative

+ You have experience working in veterinary care or the medical field, or a strong interest in working in the field.

+ You have the ability to learn basic medication and administration information and be able to help resolve customer issues but knowing when a question needs to be escalated to a pharmacist for assistance

+ You have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and New York State Food & Drug Administration laws.

+ You solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients.

+ You have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure

+ You have the ability to empathize during difficult conversations and prioritize pet parents needs

+ You have excellent communication skills - both written & verbal

+ You have the ability to learn and adapt to changing software and platforms

+ You have flexibility to work nights, weekends, and holidays

+ MUST LOVE PETS and their people!

**What we offer**

+ 100% employer-paid health, dental and vision insurance for our employees, effective on the first of the month following your start date

+ Paid time off for vacation, holidays and sick time, with the ability to accrue more vacation time with increased tenure

+ Competitive starting wages with the opportunity for rapid career growth, promotion, and wage increases

+ Company Stock Options

+ Pre-tax commuter benefits, dependent care, HSA and FSA

+ Employer-paid short and long-term disability leave, parental leave, and life insurance

+ 401k with $250/year match

+ Referral bonus payouts of up to $1,000 for a successful referral

+ Human and pet wellness benefits, including $650/year allowance for routine pet care through Wagmo

+ Discounts on many items through Perkspot

+ And more!

Mixlab launched in the fall of 2017 to make the pet pharmacy experience delightful for veterinarians and pet parents. In just a few years, weve established trusted partnerships (and friendships!) with veterinarians and pet parents across the country. We focus on quality and delivering the best customer experience - check out our Instagram and 5 star reviews across Google, Yelp, and Facebook! We are rapidly growing the team so that we can give all pets the personalized care they deserve.