Company Description:
Ellie is an innovative veterinary diagnostic company founded in Dallas, TX and operated in Louisville, KY. Ellie is a start-up company with a strategy to create industry disruption by modernizing veterinary diagnostics. We launched in 2019 and have become one of the fastest growing veterinary labs in the country since then. Ellie provides full-service reference laboratory solution and is developing innovative new products that will enhance the delivery of diagnostics. Ellie’s clients benefit from a modern approach to diagnostics including modern technology and excellent customer service.
Job Description:
The Diagnostic Solutions Specialist II is responsible for providing support and assistance to our customers, ensuring their satisfaction, and resolving any issues or concerns they may have.
Responsibilities:

• Serve as a subject matter expert and primary point of contact for escalated customer inquiries, requests, and issues.
• Provide advanced troubleshooting and technical support for complex customer issues related to our services.
• Assist in the resolution of customer complaints and concerns, ensuring timely and satisfactory outcomes via phone, email, or chat.
• Investigate and analyze complex customer issues to identify root causes and develop effective solutions.
• Collaborate with cross-functional teams, including sales, logistics, laboratory, and technology to resolve complex issues.
• Develop and implement strategies to prevent recurring customer issues and improve overall customer satisfaction.
• Build and maintain strong relationships with key customers to understand their needs and requirements.
• Gather feedback from customers to identify areas for improvement and make recommendations based on feedback.
• Provide training and guidance to Diagnostic Solution Specialist I team members to support their professional development and enhance their skills.
• Share best practices and knowledge with team members to improve overall team performance and effectiveness.
• Escalate complex or unresolved issues to higher levels of management as needed.
• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions.
• Responsible for effectively leveraging Ellie’s cloud-based CRM, as the primary tool for all processes above as well as identifying additional ways to use the tool. All customer communications will be logged in with detailed notes and follow-up transactions scheduled as needed. The ability to manage our customers in a modern and transparent way using technology, primarily HubSpot, is critical to the candidate and to the business being successful.

Candidate Requirements:

• 2 years of experience in customer service.
• Proficiency in English.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• Highly organized.
• Capable of working effectively in multiple systems concurrently.
• Excellent communicator both internally and with customers.
• Creative problem-solving.
• Technology savvy. Every aspect of the position will rely on technology.
• Comfortable working in a fast-paced environment.
• Flexibility to adapt as the company and industry quickly change.
• Knowledge and experience as veterinary administration and/or technician is a plus.

Education:

• High school or equivalent (Preferred).
• Certificate from a Veterinary Assistant program is a plus.

This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned by their supervisor and as needed to meet the needs of the company. Ellie Diagnostics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, se