Virtual Care Customer Service Representative
New
M
Modern AnimalVeterinary Care
Remote, 8:00am - 5:00pm PST, Thursday through Monday OR 9:00am - 6:00pm PST, Friday through TuesdayFull-TimeMiddle
Salary$16 — $20 USD per hour
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Job Details
- Experience
- 5+ years of experience in a customer service role within a concierge-level or white-glove support environment; 3+ years of veterinary experience preferred.
- Required Skills
- Problem SolvingCustomer service
Requirements
- 5+ years of experience in a customer service role within a concierge-level or white-glove support environment.
- Prior veterinary experience in a small animal clinic.
- Proven ability to take full ownership of client concerns.
- Strong verbal and written communication skills.
- Comfort with technology, including customer support and medical record software.
- Adaptability in a fast-paced, high-pressure environment.
- Commitment to continuous learning and constructive feedback.
- Reliable high-speed internet (minimum 100mb down/100mb up/ <10ms latency).
- Quiet, distraction-free home workspace.
- Commitment to values of compassion, curiosity, and excellence.
Responsibilities
- Address general inquiries with professionalism, and empathy while prioritizing member needs.
- Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts, and provide effective solutions.
- Take full responsibility for resolving complex issues, ensuring a seamless experience.
- Manage the member journey from sign-up and onboarding to engagement, retention, and win-back efforts.
- Encourage members to schedule procedures and appointments to ensure timely and high-quality care for their pets.
- Maintain precise medical records and document customer interactions thoroughly and accurately.
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