Customer Service Lead

About Us

MR Diagnostic Services is a fast-growing leader in veterinary diagnostic equipment and breeding supplies, helping breeders and veterinary professionals save time and money with in-house progesterone testing. We offer advanced testing systems and personalized support — and we’re looking for someone who thrives in a customer-first, tech-enabled environment.

Position Summary

We are seeking a proactive and customer-focused team member to join our support team. This role is responsible for managing all inbound customer communication, resolving service issues, and ensuring high levels of customer satisfaction. You'll serve as a key advocate for our customers, providing feedback to internal teams and helping shape policies that improve the overall experience.

You’ll also maintain our customer service knowledge base to ensure accurate, accessible support resources are always available. This is a hands-on role ideal for someone who thrives in a fast-paced, service-driven environment.

Key Responsibilities

Inbound Customer Communication Respond promptly and professionally to all customer inquiries across phone, chat and email channels. Including processing orders, answering general support and sales questions. Customer Issue Resolution Resolve returns, replacements, order issues, product issues and account-related problems quickly and effectively.

Customer Satisfaction Ensure high customer satisfaction through responsive service, surveys, and follow-up calls. Customer Advocate Provide internal teams with customer insights and feedback to improve products, policies, and operations. Customer Service Resources Maintain and update the customer service knowledge base and support materials for accuracy and usability.

What We're Looking For

2–5 years of experience in customer service, or tech support. Strong verbal and written communication skills Familiarity with CRM or ticketing platforms (e.g., Zendesk, Hub. Spot, Fresh Desk etc.) Tech-savvy with the ability to quickly learn new software and tools Patient, empathetic, and detail-oriented Bonus: experience in veterinary, medical, or diagnostics industries What We Offer: Competitive pay based on experience Supportive team environment Paid Holidays : Includes federal holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day and Christmas Eve), plus Good Friday.

Paid Time Off (PTO) : 80 hours per year for full-time employees after probation; Health and Welfare Benefits : Health insurance and other benefits for employees working at least 40 hours per week, available after a 90-day probationary period. Profit Sharing : Eligible employees may receive up to $2,000 per quarter in profit-sharing bonuses.

Join us as we strive for excellence in customer service while fostering a supportive work environment that encourages growth and collaboration. Salary $21.15 - $24.04 per hour