Customer Support Consultant - Reference Labs

As a Customer Support Consultant, you will handle a variety of inquiries from IDEXX customers, answering 50 – 70 calls daily and providing a solution to a customer every 5 minutes on average.

Candidates local to the Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically, based on business needs. This position is otherwise virtual and open to candidates regardless of location.

The start date for this role will be August 31, 2026.

Why this role matters:

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy.

In this role:

• You will act as the liaison between customers and our IDEXX laboratories.

• You will answer customer questions and quickly and effectively resolve issues, primarily over the phone.

• You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.

What you need to succeed:

• A proven track record of providing extraordinary customer service over the phone

• Ability to be on the phone for 8 hours a day in a quiet workspace or office

• Associate’s or Bachelor's degree in a computer-related or scientific (e.g. Biology, Chemistry, etc.) discipline, or equivalent combination of education and experience

• Superb listening and communication (verbal and written) skills, plus strong interpersonal skills with the ability to establish rapport quickly

• Strong computer and technical skills

• Problem-solving skills, attention to detail, strong organizational skills, and ability to multitask

• Ability to learn quickly and apply skills and abilities to a variety of customer interactions

• Ability to thrive in a fast-paced environment: you will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily).

• Goal orientation and strong collaboration skills

• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment preferred

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Microsoft Teams messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

Schedule:

• This role requires schedule flexibility. The ability to work 8.5 hours between 10:00am and 10:00 PM EST Monday – Friday and Saturdays (9 AM – 5:30 PM EST) on a rotating basis.

• Reliable and dependable attendance is an essential function of this position.

What you can expect from us:

• Hourly rate of $20 / hour + based on experience

• Eligible for annual bonus

• Health / Dental / Vision benefits

• Remote work (meaning that you will receive onboarding, training, and support virtually as well)

Why IDEXX:

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture is one that embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Knowing our work makes a meaningful impact on the health and well-being of pets and people is what motivates us every day. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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