Customer Support Consultant - Bilingual (French & English) in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Consultant - Bilingual (French & English) based in United States.

This role serves as a critical link between veterinary customers and a global leader in animal health diagnostics, ensuring fast, accurate, and empathetic support for professionals caring for animal health. You will handle high-volume inbound interactions in a fast-paced, metrics-driven environment where responsiveness and precision are essential. The position is fully remote, requiring strong self-discipline, communication skills, and technical fluency to operate effectively from a home-based setup. You will support veterinarians, technicians, and laboratory professionals by clarifying diagnostic results, coordinating lab workflows, and resolving issues in real time. Every interaction directly contributes to improving animal health outcomes and operational efficiency across clinics and laboratories. This is a high-impact customer-facing role where problem-solving and multitasking are part of the daily rhythm.

In this role, you will act as the primary liaison between customers and veterinary diagnostic laboratories, ensuring timely resolution of inquiries and seamless coordination of lab-related services. You will be expected to manage high-volume interactions while maintaining service quality and accuracy.

• Handle inbound customer inquiries (50–70 calls per day), providing fast and accurate resolutions in a time-sensitive environment
• Communicate clearly in both French (preferably Québécois) and English, adapting messaging to technical and non-technical audiences
• Provide clarification and interpretation of laboratory test results and support follow-up testing coordination
• Coordinate sample logistics, including pickup, delivery, and tracking in collaboration with lab teams
• Use internal systems and documentation tools in real time to resolve issues efficiently during customer interactions
• Maintain strong attention to detail while multitasking across phone, email, and digital communication channels
• Ensure high-quality customer experience aligned with service standards in veterinary diagnostics

This role requires a strong combination of bilingual communication ability, technical aptitude, and customer service excellence in a fast-paced, structured environment. You must be comfortable working remotely with consistent schedule discipline and strong digital literacy.

• Full professional fluency in French and English (written and spoken) is mandatory
• Proven experience in customer service, contact centers, veterinary practice, laboratory environments, or technical support roles
• Strong problem-solving skills with exceptional attention to detail and organizational ability
• High comfort level with computer systems, troubleshooting tools, and digital workflows (e.g., Microsoft Office Suite and collaboration tools such as Microsoft Teams)
• Ability to work in a high-volume, phone-intensive environment for extended periods (up to 8 hours/day)
• Strong interpersonal skills with the ability to quickly build rapport and trust with customers
• Ability to learn quickly and apply new procedures across varied customer scenarios
• Post-secondary education in a scientific, technical, or computer-related field (or equivalent experience) preferred
• Reliable high-speed wired internet connection and a dedicated quiet workspace for remote work

• Hourly compensation starting at $20/hour, based on experience
• Eligibility for annual performance bonus
• Health, dental, and vision insurance coverage
• Fully remote work with company-provided equipment (laptop, headset, monitor, docking station)
• Structured training and onboarding delivered virtually
• Stable schedule with defined shifts and predictable working hours
• Opportunity to contribute to meaningful work in animal health diagnostics within a global organization such as IDEXX
• Inclusive and supportive work culture focused on learning, growth, and continuous improvement