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Documentation Specialist I
Ref No.: 17-15330
Location: Duluth, Georgia
Respond to inbound calls on HEARTGARD® (HG) Brand products.
Provide a remarkable customer experience for every caller by handling calls efficiently and expeditiously while maintaining an engaging interaction with the customer.
Provide accurate information regarding HEARTGARD products, it's guarantee programs and protocols to external and internal customers.
Utilize excellent communication, organizational, multi-tasking and problem solving skills to satisfy the needs of our customers.
Demonstrate strong technical knowledge and understanding of: heartworm life cycle, company heartworm/GI products and guarantee programs. Investigate all general inquiries and complaints thoroughly by asking appropriate questions to determine the true nature of the event being reported.
Initiate and process claims for product guarantees, product Lack of Efficacy claims (LOE), product Suspected Adverse Event claims (SAE), and product Quality Complaint (PQCs) according to established SOPs.
Request all necessary documentation to effectively determine eligibility for claim compensation per established SOPs.
Create and update cases accurately in VTS software applications per set protocols and guidelines.
Adhere to the chain-of-command to confirm information pertaining to product, case and/or call handling and claim management.
Consistently demonstrate good judgment and professionalism to effectively manage calls, cases and claims.
Own a customer complaint until it is resolved. Do everything possible within business and VTS guidelines and protocols to expeditiously rectify complaints in a manner satisfactory to both the customer and the business.
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
Bachelor Degree, in Animal Science or Biological Sciences OR Associates Degree in Veterinary Technology.
Veterinary clinic experience is a plus.
Strong customer service experience.
Enthusiasm to service the customer via telephone.
Excellent verbal communication skills to include a friendly, upbeat, approachable and outgoing personality.
Organized, adaptable, and analytical.
Ability to adhere to established protocols.
Strong work ethic.
Able to succeed in a high level fast-paced team environment with accurate work output.
Proficient computer skills (Outlook, Microsoft Word and Excel)
Strong typing skills are a must with the ability to Think, Talk and Type.
Ability to work rotating shifts between the hours of 7:30AM and 6:00PM. Work shifts are:
A shift: 7:30AM till 4:30PM
B shift: 9:00AM till 6:00PM