Customer Care Summer Intern

Role Description:

Customer Care Summer Internship

Location: Malvern, PA

Customer Care is on an exciting journey, migrating from call center to contact center, migrating from multi-channel to omnichannel, and striving to enhance the customer experience, drive innovation and growth, and lead in digital and data analytics. The Customer Care Enablement Team supports the contact centers in the U.S in the areas of content management, training, systems, data analytics, scheduling and compliance - ensuring collaboration and harmonization of processes and practices between the contact centers, ultimately aiding colleagues in providing outstanding customer service to internal customers.

The primary responsibility of the Content Management Intern will be to standardize and migrate Veterinary Medical Information and Product Support (VMIPS) documented procedures and job aids from a legacy system (Veeva Vault) to SalesForce (Knowledge).

• Transition Job Aids from Quality Docs to Knowledge.
  • Harmonize/update current document template
  • Categorize/assign in Quality Docs (either make placeholder or make obsolete)
  • Update Job Aids links in Table of Content
• Migrate product information from One Note to SalesForce Knowledge
• Migrate Petcare & Livestock/Equine content from One Note to SalesForce Knowledge
• Review content before migration and work with SME(s) as needed.
• Re-design Compliance Data Entry Training Guide- how it could be incorporated into Knowledge
• Assist with the updating of current content housed in Veeva Vault Quality Docs

• Complete new hire orientation and department training (Week 1)
• Complete assigned Zoetis learnings through the Learning Management System by due date
• Set-up weekly "check-in" meetings with mentor and reporting manager
• Attend network events and arranged meetings scheduled by the Zoetis Talent, Diversity Equity and Inclusion team (TBD)
• Participate/attend meetings when needed
• Engage in discussions, sharing knowledge and previous experience with content management
• Deliver end of assignment presentation at August department meeting

The following hourly pay rates reflect the anticipated base pay for this position:

If the selected candidate is a student pursuing an Associate-level degree: $16.00 per hour

If the selected candidate is a student pursuing an Undergraduate-level degree: $20.00 per hour

If the selected candidate is a student pursing a Graduate-level degree: $32.50 per hour

If the selected candidate is a student pursuing a Doctorate-level degree: $36.00 per hour

The following hourly pay rates reflect the anticipated base pay for this position if a selected candidate were to be located in California, Connecticut, District of Columbia, Illinois (Chicago area), Massachusetts, New Jersey, New York, Washington (Seattle area):

Student pursuing an Associate-level degree: $17.00 per hour

Student pursuing an Undergraduate-level degree: $22.00 per hour

Student pursing a Graduate-level degree: $36.40 per hour

Student pursuing a Doctorate-level degree: $40.30 per hour

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.