Key Facts

Remote From:

Freelance

French, English

Hard Skills

Outcome Interpretation Call Center Experience Shipment Coordination Software Documentation Microsoft Teams Voice Help Desk Support Organizational Structure

Other Skills

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Customer Service
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Voicemail
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Computer Literacy
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Problem Solving
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Rapport Building
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Active Listening
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Multitasking
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Time Management
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Teamwork
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Detail Oriented
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Goal-Oriented
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Reliability
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Quick Learning
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Verbal Communication Skills
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Social Skills
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Scheduling

Roles & Responsibilities

Fluent in French and English
Proven track record of delivering extraordinary customer service with superb listening and written/verbal communication
Experience in technical fields such as veterinary practice, laboratory setting, or contact center; strong computer and technical skills; quick learner with strong organizational and multitasking abilities
Associate's or bachelor's degree in a computer-related or scientific discipline is preferred or equivalent experience

Requirements:

Act as liaison between customers and IDEXX laboratories; answer questions and resolve issues quickly and effectively
Provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate pickup and delivery of samples
Assist customers across multiple communication channels (phone, email, Teams) and multitask to provide solutions while on calls
Maintain high-quality remote service in a fast-paced environment, aligning with schedule flexibility and business hours

Idexx

Biotech: Biology + Technology

About Idexx

9,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better. IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries. Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices. We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk. Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.

Company type: Large

Industry: Biotech: Biology + Technology

Founded: 2018

Company size: 10001

Website LinkedIn See all jobs →

Job description

Our Customer Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

The start date for for this role will be May 4, 2026.

Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customer every 5 minutes on average (50-70 calls daily). Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call.

Our Customer Support Consultants are working from home fulltime and will continue to remain virtual. This means that we are providing our onboarding, training, and support for our new hires (like yourself) virtually as well.

In the role of Reference Laboratory Customer Support Consultant:

You will act as the liaison between customers and the IDEXX laboratories.
As a member of this team, you will answer customer questions and quickly and effectively resolve issues.
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 :

The ideal candidate will be fluent in both French and English
The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator.
A proven track record of providing extraordinary customer service.
You are experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
It is important to have strong computer and technical skills.
You will be a master problem solver with fine attention to detail while leveraging your strong organizational skills in a multi-tasking environment.
You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions.
Superb listening and communication (verbal and written) skills are a must in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have.
You possess an associate’s or bachelor's degree in a computer-related discipline or scientific (Biology/Chemistry/etc.) discipline is preferred or equivalent combination of education and experience.
Ability to be on the phone for 8 hours a day in a quiet workspace or office.

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft 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 11:30am and 8:00pm EST Monday-Friday and Saturdays (9am -5:30pm 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/hr + based on experience
Eligible for annual bonus
Health / Dental / Vision Benefits

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
 
Let’s pursue what matters together. 

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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