Customer Support Consultant - Bilingual (French & English)

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

Requirements

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

Benefits

• 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