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Customer Service Representative II
Ref No.: 17-14066
Location: Duluth, Georgia
THIS ROLE COMES WITH A COMPLETION BONUS INCENTIVE. SEE ATTACHED PDF FOR AGREEMENT TERMS. ALL AGENCIES MUST AGREE AND BE ABLE TO PAY THESE OUT, AND HAVE THE SIGNED AGREEMENTS RETURNED PRIOR TO THE WORKERS START.
v Respond to inbound calls on the FRONTLINE® (FL) Brand Products and TMSATISFACTION PLUS GUARANTEE Program toll free numbers.

v Provide a remarkable customer experience for every caller.

v Provide accurate information regarding Merial flea/tick products, guarantee programs and protocols to external and internal customers.

v Utilize excellent communication, organizational, multi-tasking and problem solving skills to satisfy the needs of our customers.

v Demonstrate strong technical knowledge and understanding of: flea and tick life cycles, flea/tick environmental impact, Merial flea/tick products and guarantee programs.

v Investigate all general inquiries and complaints thoroughly by asking appropriate questions to determine the true nature of the event being reported.

v Effectively troubleshoot and solution flea and tick concerns reported by callers.

v Initiate and process claims for product guarantees and Product Quality Complaint (PQCs) according to established SOPs.

v Request all necessary documentation to effectively determine eligibility for guarantee or PQC compensation per established SOPs.

v Create and update cases accurately in VTS software applications per set protocols and guidelines.

v Adhere to the chain-of-command to confirm information pertaining to product, case and/or call handling and claim management.

v Consistently demonstrate good judgment to effectively manage calls, cases and claims.

v Own a customer complaint until it is resolved. Do everything possible within Merial and VTS guidelines and protocols to expeditiously rectify complaints in a manner satisfactory to both the customer and Merial.

v Keep Manager informed of any suspicious calls, trends, potential threats and opportunities facing the department, the Enterprises and the Organizations. Utilize good judgment to verify caller's identity in order to determine which information can legally be provided and to clarify which calls should be handled by ourCorporate Communicationsdepartment.

JOB QUALIFICATIONS
v Strong customer service experience.
v Enthusiasm to service the customer via telephone.
v Excellent verbal communication skills to include a friendly, upbeat , approachable and outgoing personality.
v Organized, adaptable, and analytical.
v Ability to adhere to established protocols.
v Strong work ethic.
v Able to succeed in a high level fast-paced team environment with accurate work output.
v Proficient computer skills (Outlook, Microsoft Word and Excel)
v Strong typing skills are a must with the ability to Think, Talk and Type.
v Ability to work rotating shifts between the hours of 8:00AM and 8:00PM (till 7:00 PM during winter hours). Shifts are:
A shift: 7:45AM till 4:45PM
B shift: 9:00AM till 6:00PM
C shift: 11:00AM till 8:00PM
ADDITIONAL INFORMATION:
All candidates that are considering this position should be aware that:
Tardiness is not acceptable!!! Consider the commute time to Merial's corporate office in Duluth before accepting an offer. Chronic tardiness will result in contract termination.
Contractors must be able to fulfill the contract from the date of hire until 31 October of this calendar year. If the candidate has any educational or job plans that will interfere with completing the contract they need not apply.
Be comfortable with assimilating to all aspects of the corporate environment.
Adhere to corporate business casual attire each business day