[Remote] Customer Service Specialist

Note: The job is a remote job and is open to candidates in USA. Zoetis is a Fortune 500 company focused on animal health, and they are seeking a Customer Service Specialist to join their new national veterinary clinical diagnostic laboratory network. The role involves delivering exceptional customer service, managing inbound and outbound communications, and collaborating with internal teams to ensure customer satisfaction.ResponsibilitiesDelivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goalsManaging multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detailProviding superior customer service and remaining solution-driven with all customersAnswer approximately 80-120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests. Execute outbound calls as neededProcess customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LISAddress customer billing inquiries and payment requestsFacilitate customer disputes by initiating credits and debitsEducate customers on Zoetis service and program offerings, following up with additional information when necessaryCollaborate with internal teams for additional support such as Specialized ZRL Support groups, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, Logistics, etc. to ensure appropriate information is provided or communicated to exceed customer expectationsMaintain working knowledge of Zoetis test menusParticipate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and proceduresDocument customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experienceUtilize Five9 phone system with ease and efficiencyConsistently achieve departmental performance requirementsMaintains compliance with all Zoetis standards, controls, policies and practicesPerform other duties as assigned by Customer Service Management TeamSkillsHigh school diploma requiredMinimum 1 year experience in a customer service-related field requiredFlexible schedule and ability to respond to the demands of a national 6-day-a-week business required. Required availability includes nights and SaturdaysProficient in Microsoft Office suite and web-based applicationsPossess a positive, outgoing, ‘Delight the Customer' attitude in all interactionsAble to work both in a team environment and independentlyAble to adapt and be flexible in various situationsStrong work ethic; willing to go the extra mile to deliver quality workExcellent written and oral communication skills, especially over the telephone – both internally and externallyExceptional time management skillsAbility to multitask and prioritize workEffective problem solving and analytical skillsAssociate or Bachelor's degree highly preferredExperience in the veterinary field, including an understanding of veterinary diagnostic testing preferredKnowledge of SAP, Salesforce, and/or LIS preferredBenefitsHealthcare and insurance benefits beginning on day oneA 401K plan with a match and profit-sharing contribution from Zoetis4 weeks of vacationCompany OverviewZoetis is an animal health company that advances care for animals and supports their health and wellbeing. It was founded in 2013, and is headquartered in Parsippany, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.zoetis.com.Company H1B SponsorshipZoetis has a track record of offering H1B sponsorships, with 5 in 2026, 136 in 2025, 80 in 2024, 89 in 2023, 126 in 2022, 47 in 2021, 63 in 2020. Please note that this does not guarantee sponsorship for this specific role.