Customer Support and Complaint Resolution Retrevr Veterinary Technology Provo, UT Job Details Part-time $15 - $18 an hour 5 hours ago Benefits Paid training Qualifications Live chat Spanish Operator switchboards Customer relationship building Telephone systems Phone triage Full Job Description Read all the way to the bottom before you apply. The application has a short exercise in it, and the instructions are specific on purpose. If you would rather not do a twenty-minute exercise to apply for a part-time job, that is a completely reasonable position to take — this just is not the right posting for you. The job Retrevr makes the software that runs veterinary clinics, Dog groomers, and mechanics. Particularly the phone system that answers when the front desk can't. You are the person those customers reach when something is not working. More than Half of your contacts will be via email, and most of them will come from an owner or office manager who is having a bad morning. Sometimes it is a quick question. Sometimes not. What you will actually do First, Answer chats, and emails with empathy, understanding, and giving accurate answers. Then, take live calls Figure out what is actually wrong — which is often not the thing the person leads with. Follow our triage process to sort what is urgent from what is merely loud, and route things to the right place. Write clearly and quickly. A lot of this job is short, calm, well-organized writing, and the rest is gathering the info to accurately answer. Log what happened accurately, so the next person who touches the account is not starting from zero. Tell us when the process is wrong. Following the process is the job; noticing when it is broken and saying so is how it gets better. What we need from you Notice what is not on this list: years of experience, a degree, and any particular background. We hire for how you treat people under pressure, and that is not something a resume shows. Real empathy for people who are stressed. Not scripted sympathy — the actual instinct to acknowledge someone before you start fixing their problem. You build rapport fast. People relax a little once they are talking to you, and that happens in the first thirty seconds or not at all. You listen for what is underneath. When someone gives you four complaints in one breath, you can hear which one is actually the problem. You have learned, somewhere, how to not take it personally when a person is angry at you. We are going to ask you about a specific time this happened and what it taught you — so have one in mind. You are willing to follow a decision tree, including on the days when your gut says to skip a step. There is an exercise about this below, and it is the part we weigh most heavily. Excellent written and verbal communication. Both. This role uses each about half the time and we test each separately. You can work onsite in Provo, 10-15 hours a week, on a schedule you can actually keep for at least the next six months. Still with us? Your code word is

SWITCHBOARD

. You will need it in the application. The bonus that genuinely moves you up the list Many of the practices we serve have Spanish-speaking staff and clients. If you speak Spanish conversationally or better, say so in your application — we schedule those interviews first, ahead of the rest of the queue. It is a plus factor, not a requirement, and not speaking Spanish will not count against you. Hours, pay, and the honest version 10-15 hours a week, onsite in Provo, flexible within normal business hours — but we will set a consistent weekly schedule with you and we need you to keep it. Coverage is the whole point of the role. $15/hour for the first 60 days or until you demonstrate consistent success for 14 days. We are a start up without benefits at the moment, unless you count the fact the office is on the Provo River! That's my favorite benefit. Paid training, and a support lead who reviews your calls and writing with you regularly. Two things we will not pretend about. Some days this job is repetitive — the same five questions, over and over, and each person asking deserves the same patience as the first. And some days someone will be genuinely unkind to you before you have said a word. If either of those sounds like it would wear on you, we would rather you know now. How to apply Budget about twenty minutes. Everything goes in one email to [ ]. Step 1 — The subject line, exactly this format Support — [Last Name], [First Name] — [Code Word]

Example:

Support — Alvarez, Jordan — EXAMPLE Step 2 — Read this message from a customer This is close to a real one. Read it twice.

From:

Denise Alvarado — Office Manager, Cedar Point Animal Hospital This is the third time I'm writing about this. Our reminder texts went out with the WRONG appointment times this morning and now I have six people sitting in my lobby who all think they have a 9:15. My techs are furious with me and I look like I don't know how to run my own front desk. I need someone to call me back TODAY. Not tomorrow, not "within 24 hours." Also I still cannot get past-due balances to show up on the check-in screen. I asked about that last week and someone said they'd send me a link and then nobody did. I have a full surgery schedule and I do not have time for this. Step 3 —

Part A:

Write your reply to Denise Write what you would actually send her. Not a description of what you would do — the reply itself. 150 words or fewer, please You do not know how to fix either problem yet, and you should not pretend you do. Write it anyway. You may not promise her anything you could not personally guarantee. Step 4 —

Part B:

Triage the message using our decision tree This is a simplified version of the triage process our support team actually uses. Start at Step 1 and follow it.

RETREVR SUPPORT

—

URGENCY TRIAGE

Answer each question about the message as a whole. Answer "yes" if it is true of any part of the message. Step 1. Is the practice unable to see patients right now? Yes → Mark it P1. Call within 15 minutes and page the on-call engineer. Stop here. No → Go to Step 2. Step 2. Is anything about money wrong or missing — charges, payments, or balances? Yes → Mark it P2. Respond within 1 hour and open a billing ticket. Go to Step 4. No → Go to Step 3. Step 3. Is the call routing for emergency forwarding working? Is the practice blocked from doing something, but still seeing patients? Yes → Mark it P3. Respond within 4 hours. Go to Step 4. No → Mark it P4. Respond within one business day. Go to Step 4. Step 4. Has this practice contacted us about the same issue before? Yes → Add the "repeat contact" tag and copy the account manager. No → No extra step. Answer these five lines. One short line each — no explanation, no paragraphs: Step 1 answer: yes or no Step 2 answer: yes or no Step 3 answer: yes, no, or "did not reach this step" Step 4 answer: yes, no, or "did not reach this step"

Final:

the priority level you landed on, and every action the tree tells you to take. Step 5 —

Part C:

Three questions 1. Tell us about a time someone was angry at you — a customer, a patient, a guest, a parent, a teammate, anyone.

We want three specific things:

what they actually said to you, what you felt in the moment, and what you do differently now because of it. If you have not had a job like this, use a volunteer role, a team, a class, or a family situation. 120 words maximum. 2. What hours could you consistently work each week, onsite in Provo, for at least the next six months? Give us real days and time blocks. Then tell us about anything on your calendar that would compete with that schedule — classes, another job, a season, a planned trip. We are not trying to catch you out; we are trying to build a coverage schedule that survives October. A list, then two sentences. 3. Do you speak Spanish? Tell us your level — conversational, fluent, or native — and whether you are willing to do part of the interview in Spanish. Write "No" if you do not. This is a bonus, never a requirement. One line. Step 6 — Your resume, if you have one Attach it as a PDF. If you do not have a resume, that is genuinely fine for this role — instead, write two or three lines telling us what you have been doing for the last year. We would rather read that than have you spend an evening building a resume to apply for a part-time job. Step 7 — Then wait We reply to every complete application within five business days, either way. Spanish-speaking applicants who pass the first read are scheduled first. Please do not call the main support line to follow up — that line belongs to customers who need it. Retrevr is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. If you need an accommodation at any point in this process, email [ ] and we will a

Pay:

$15.00 - $18.00 per hour Expected hours: 12.0 per week

Work Location:

In person