Care Specialist

Summary

Join Mixlab, a rapidly growing veterinary compounding pharmacy, as a remote Care Specialist based in California! In this full-time role, you will provide exceptional customer service to pet owners and veterinarians, handling inquiries, processing orders, and ensuring smooth pharmacy operations. You will be responsible for building customer loyalty, communicating effectively with various teams, and utilizing multiple online systems. The ideal candidate possesses 2-3 years of customer service experience, ideally within veterinary care or a related field, and a passion for pets. Mixlab offers a competitive salary ($22-23/hour), comprehensive benefits, and opportunities for career growth. This position requires weekend availability.

Requirements

• Have a Bachelor’s Degree or High School Diploma (or equivalent) with relevant experience
• Have 2-3 years of experience in customer-centric role, such as a Customer Service Representative
• Have experience working in veterinary care or the medical field, or a strong interest in working in the field
• Have the ability to learn basic medication and administration information and be able to help resolve customer issues but knowing when a question needs to be escalated to a pharmacist for assistance
• Have the ability to learn and understand basic medication formulations, compound vs. noncompound, controlled substances & hazardous products, and New York State Food & Drug Administration laws
• Solve problems and make decisions under pressure while remaining calm, supportive, and understanding to clients
• Have an all-hands-on-deck attitude with an ability to remain calm and excel under pressure
• Have the ability to empathize during difficult conversations and prioritize pet parents needs
• Have excellent communication skills - both written & verbal
• Have the ability to learn and adapt to changing software and platforms
• Have flexibility to work nights, weekends, and holidays
• MUST LOVE PETS and their people!

Responsibilities

• Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude
• Quickly and efficiently handle communication with customers by answering phone calls, text messages, and emails regarding billing, delivery, and general questions to ensure that all of customer needs are met and problems are resolved
• Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication
• Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching
• Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner
• Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders
• Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns
• Follow Mixlab company workflow and processes to ensure smooth daily operations
• Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping
• Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients
• Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc
• Create prescriptions and online orders responsibly and correctly with extreme attention to detail
• Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference
• Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order
• Work together with your team members to ensure all orders are placed and all needs are met on a daily basis

Benefits

• 100% employer-paid health, dental and vision insurance for our employees, effective on the first of the month following your start date
• Paid time off for vacation, holidays and sick time, with the ability to accrue more vacation time with increased tenure
• Competitive starting wages with the opportunity for rapid career growth, promotion, and wage increases
• Company Stock Options
• Pre-tax commuter benefits, dependent care, HSA and FSA
• Employer-paid short and long-term disability leave, parental leave, and life insurance
• 401k with $300/year match
• Referral bonus payouts of up to $1,000 for a successful referral
• Human and pet wellness benefits, including $650/year allowance for routine pet care through Wagmo
• Discounts on many items through Perkspot