Customer Success Representative For Veterinary Pharmacy

About PetScript Pharmacy PetScript is a veterinary-exclusive compounding pharmacy dedicated to putting veterinarians and pet owners first. For over 20 years, we've specialized in customized medications that make treatment easier, safer, and more effective for companion animals. We pride ourselves on accuracy, compassion, speed, and outstanding customer experience. Position Summary The Customer Service Representative (CSR) serves as the frontline connection between PetScript and our veterinary partners, pet owners, and internal pharmacy team. This role is responsible for delivering exceptional service, ensuring accurate order processing, and supporting veterinarians and clinics with their medication needs. The CSR plays a critical role in maintaining PetScript's reputation for reliability, professionalism, and outstanding care. Key ResponsibilitiesCustomer Support & Communication Answer inbound calls, emails, and chat messages from veterinarians, clinics, and pet owners. Provide accurate information about products, order status, pricing, shipping, and refills. Document all interactions clearly in CRM and ensure all customer records are up-to-date. Greet all customers with professionalism, empathy, and a solutions-focused mindset. Order Processing Create and update customer accounts. Enter new prescriptions, refill requests, and compound details with 100% accuracy. Process credit card payments and verify customer information. Review prescriptions for completeness before sending to the pharmacy team. Work closely with pharmacists and technicians to resolve any order issues. Daily Workflow & Collaboration Coordinate with the pharmacy team to ensure timely fulfillment and shipment of orders. Assist clinics and pet owners with tracking information, returns, and replacements. Communicate back-orders, delays, product changes, and alternatives when needed. Identify upsell opportunities (e.g., flavor options, refill reminders, autoship opportunities). Problem Resolution Handle escalations professionally and work to resolve issues quickly. Monitor open tickets and follow through until resolution is confirmed. Troubleshoot basic website or ordering portal issues for customers. Quality & Compliance Ensure compliance with pharmacy regulations, including verification of prescriber information. Safeguard protected health information (PHI) in accordance with HIPAA and state board rules. Follow all internal SOPs for phone etiquette, order entry, account creation, and documentation. Required Skills & Qualifications Previous experience in customer service or call center environment (pharmacy or medical preferred). Strong verbal and written communication skills. Ability to multitask in a fast-paced environment. High attention to detail and accuracy in data entry. Comfortable using CRM, Invoice, or similar systems (training provided). Positive attitude, patience, and a genuine desire to help customers and pets. Preferred Qualifications Experience in veterinary or human pharmacy customer service. Knowledge of compounded medications, dosage forms, and common veterinary treatments. Bilingual (English/Spanish) a plus. Performance Expectations Answer calls within designated time standards. Maintain accuracy rate of 98% or higher on order entries. Resolve customer issues within 24 hours when possible. Maintain professionalism and positivity in every customer interaction. What We Offer Competitive pay Health, dental, and vision benefits PTO and paid holidays Growth opportunities within the company A typical day for a PetScript Pharmacy CSR involves handling around 100 calls and emails between veterinary clinics and pet owners, entering orders accurately, assisting veterinarians and pet owners with prescription questions, providing tracking updates, resolving issues quickly, and coordinating with the pharmacy team to ensure every order is processed smoothly and on time.

Job Types:

Full-time, Part-time Pay:

$15.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person