Customer Service Representative 

Peeva is looking to fulfill several Customer Service and Technical Support Positions to keep our 24/7 operation running smoothly every minute and every second of each day.

You will be trained to answer Peeva product and service questions; provide contact information of individual pet owners with microchips implanted in a pet, cooperate with veterinary partners, no-kill shelter and rescue groups by geographic region, and dispatch partner “in the field” recovery services when required, process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

The position will require the ability to rely on and follow instructions and pre-established guidelines to perform the functions of the job.

Job functions:

  • Open and maintain customer accounts by recording account information

  • Clarifying contact infromation and descriptive pet information, troubleshoot complaints by determining the cause, select and explain the best solution to resolve issues that can arise and escalate to the proper areas within the organization- albeit pet recovery, hardware, firmware, or software to expedite correction or adjustment and resolution

  • Prepare product or service reports by collecting and analyzing customer information

  • Contribute to team effort by accomplishing related results as needed

  • Manage large amounts of incoming calls

  • Build sustainable relationships of trust through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution

  • Keep records of all interactions, process customer accounts and file documents

  • Follow communication procedures, guidelines and policies

  • Greet customers warmly and ascertain problem or reason for calling

  • Advise on company information

  • Take payment information and other pertinent information such as addresses and phone numbers

  • Act as the company gatekeeper

  • Utilize computer technology to handle high call volumes

  • Work with customer service manager to ensure proper customer service is being delivered

  • Close out or open call records

  • Compile reports on overall customer satisfaction

  • Read from scripts

Requirements:

  • Positive attitude and demeanor

  • Be a team player

  • Strong phone contact handling skills and active listening

  • Familiar with CRM systems and practices

  • Customer orientation and ability to adapt/respond to different types of characters

  • Ability to multi-task, prioritize and manage time effectively

  • High school diploma or equivalent; college degree preferred

Customer service representative top skills & proficiencies:

  • Customer Service

  • Product Knowledge

  • Quality Focus

  • Market Knowledge

  • Documentation Skills

  • Listening Skills

  • Phone Skills

  • Resolving Conflict

  • Multitask

  • Patience

  • Positive Attitude

  • Attention to Detail

  • People Oriented

  • Analysis

  • Problem Solving

  • Organizational Skills

  • Adaptability

  • Ability to Work Under Pressure

  • Computer Skills 

You will work out of our coporprate offices in Buffalo, NY.

 
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