Nothing is more rewarding than innovating for animals.
ElleVet Sciences was created because we discovered a way to truly elevate the lives of animals and their owners by developing safe, effective hemp CBD + CBDA products. Our team’s combined backgrounds in science, medicine, business, and animal health reflects a dedication to animals through research and innovation. ElleVet is the only CBD + CBDA product proven to work in multiple clinical trials and is the leader in cannabinoid research and evidence-based products for pets. Currently conducting more than 40 R&D projects / clinical studies at leading universities and referral centers, our team is rapidly growing and expanding our business both domestically and internationally.
The secret to our success is simple, and the same as our company philosophy:
Do the right thing, do what is best for animals, trust science, and always be learning.
SUMMARY
The Customer Service Representative provides solution-minded and customer-focused support to customers in answering product questions, resolving ordering issues, as well as helping find alternative products to meet their needs. Supports customers by responding to in-bound customer service calls, emails, tickets, voicemails and resolves issues by offering solutions, explanations, and options.
This position is fulltime in our South Portland, ME office
BENEFITS & PERKS
Our comprehensive benefits package includes:

• Health, dental, and vision insurance
• Health savings account (HSA)
• 401(k) with company match
• 20 days of paid time off (PTO) per year & 9 paid company holidays
• Basic and voluntary life insurance
• Short and long-term disability insurance
• Employee discount on our products
• Flexible schedules and room for internal growth
• Dog friendly office

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ESSENTIAL DUTIES AND RESPONSIBILITIES* (other duties may be assigned).

• Consistently delivers world class customer service by identifying and prioritizing problems and issues related to service area
• Develops product knowledge and understands how to develop customer relationship-building skills that align with the service model
• Establish subject matter expertise on all products and provide customers with detailed information about products, places and enters orders, cancels accounts, or obtains details of complaints
• Respond to inbound customer calls spanning general product questions to issues regarding the ordering, fulfillment, or use of products
• Troubleshoots customer issues and provides one-call resolution, thoroughly documents recurring issues and common solutions to the leadership team for further discussion
• Maintains close contact with customers to give updates on progress toward resolution of issues recognizing, there may be difficult situations/customers and defusing the situation while maintaining a positive attitude
• Refers unresolved customer issues to designated departments for further investigation
• Keeps records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken

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COMPETENCIES, SKILLS & ABILITIES*

• Networking, relationship building and creative problem solving
• Data analytics and critical thinking
• Detail orientation and exceptional organizational skills
• Ability to track common issues, document proven solutions and provide recommendations to senior leaders
• Exceptional written and oral communication ability
• Self-motivation, can do attitude, sense of urgency for delivering results
• Versatility, flexibility, and the ability to adapt quickly to change
• Proficiency with CRM tools; HubSpot a plus but not required
• Microsoft Office 365 expertise
• Strong computer skills, and the ability to learn new software quickly

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QUALIFICATIONS, EDUCATION & EXPERIENC*E

• Bachelor’s Degree preferred and/or equivalent experience in customer support/sales, required
• 2 – 4 years customer service, preferred
• Experience in the veterinary industry, a plus

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PHYSICAL DEMANDS & WORK ENVIRONMENT*

• Normal office environment with regular computer use

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ElleVet Sciences is an Equal Employment Opportunity Employer.
Must be vaccinated against COVID-19 and remain fully vaccinated.

Job Type: Full-time

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