Veterinary Customer Service Specialist (CSS)

Scottsdale, AZ
Full Time
Operations
Entry Level
About Mashura LLC
Mashura LLC is the industry leader in Inventory Intelligence for healthcare. We design and deliver innovative software and hardware solutions that empower dental, veterinary, lab, and academic facilities to control, optimize, and maximize their operations.

With a presence in over 3,500 healthcare organizations worldwide, our mission is simple: transform inventory operations into strategic advantages. Whether it’s through our cutting edge platforms, CUBEX for veterinarians or ZIMBIS for dental practices, we help healthcare providers reduce risk, boost profitability, and enhance operational efficiency.

Join us as we continue building the future of intelligent inventory management, simplifying complexity so our customers can focus on what matters most, exceptional patient care.

Position Title: Veterinary Customer Service Specialist (CSS)
Department: Customer Support
Reports to: Support Director
Work Type: Full-Time (In-office) 

About the Role:

At Mashura®, being a Veterinary Customer Service Specialist (CSS) isn’t just about answering phones, it’s about showing up with heart, hustle, and a mindset for solutions. You’ll be the first line of support for our veterinary clients, helping them navigate our software and hardware tools with clarity and confidence.

This role is all about staying curious, thinking critically, and making things easier for people who rely on us. You’ll troubleshoot problems, explain things simply, and keep a cool head, even when things get a little hectic. Your communication skills, empathy, and ability to stay organized will make a real difference to our clients and your team.

You’ll be joining a group of humble, passionate, emotionally intelligent problem-solvers who support one another, move fast, and always aim to do better-together. We value clear communication, accountability, and a growth mindset. We’ll give you tools, training, and a team that’s got your back every step of the way.

Key Responsibilities:
  • Deliver exceptional support, every client interaction is a chance to wow.
  • Answer calls, emails, and chats with professionalism, clarity, and empathy.
  • Accurately document and update cases in Salesforce and PureCloud with every interaction.
  • Take ownership of support tickets from start to finish, escalating only when needed, with full context.
  • Collaborate with teammates on callbacks, client follow-ups, and shared problem-solving.
  • Provide clear and confident guidance to clients using our software and cloud tools.
  • Prioritize proactive communication with internal departments to ensure smooth resolutions.
  • Manage your workload with a balance of urgency and care, meeting SLAs and response time goals.
  • Recognize when a conversation needs extra care, stay calm, use positive language, and build trust.
  • Follow SOPs for documentation and processes and contribute ideas for improving them.
  • Support team momentum by jumping in when coverage is needed and staying present in the queue.
What We’re Looking for in Our Next Team Member:

Technical Skills:
  • Comfortable explaining technical concepts to both tech-savvy and non-technical users.
  • A problem-solver with strong logic, creativity, and curiosity.
  • Proficient in navigating web-based applications and tools.
  • Familiar with Microsoft Office Suite.
  • Prior experience in a tech support or customer-facing environment preferred.
Soft Skills & Mindset:
  • Excellent communicator, written and verbal, with a client-first mindset.
  • Organized, dependable, and detail-oriented, even under pressure.
  • Able to manage your time and tasks independently in a fast-paced, dynamic setting.
  • Empathetic listener who can stay calm, build rapport, and resolve issues effectively.
  • Team player who embraces feedback, adapts quickly, and lifts others up.
  • Always looking to improve, innovate, and find more efficient ways to work.

📍 Location:

  • 6991 E Camelback Road, Suite - B300 Scottsdale, AZ 85251

💰 Compensation:

  • $40k - $45k DOE

🎁 Benefits:

  • 🌴 Open PTO, plus 9 company-observed holidays

  • 🩺 Comprehensive medical, dental, and vision insurance (with progressive company coverage)

  • 💳 Health Savings Account (HSA)

  • 📈 Flexible Spending Accounts (Health Care & Dependent Care)

  • 💼 401(k) with generous Safe Harbor company contributions

  • 🛡️ Company-paid long-term disability & life insurance

  • 🆘 Access to our Employee Assistance Program (EAP)

  • 🐾 Pet insurance through United Pet Care

  • 🏋️ Gym membership stipend

Employment Type: Non-Exempt, Full-Time 

 

Equal Employment Opportunity Statement
Mashura LLC is an Equal Opportunity Employer. We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit. Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.

In addition to federal law requirements, Mashura LLC complies with applicable state and local laws governing nondiscrimination in employment. We also provide reasonable accommodation for qualified individuals with disabilities and for religious practices, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Equal Employment Opportunity Statement
Mashura LLC is an Equal Opportunity Employer. We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit. Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.

In addition to federal law requirements, Mashura LLC complies with applicable state and local laws governing nondiscrimination in employment. We also provide reasonable accommodation for qualified individuals with disabilities and for religious practices, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

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