Outbound Wellness Care Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Conduct outbound calls to current veterinary clinic clients whose pets are due for wellness visits and preventive care.

• Communicate in a professional manner, ensuring each call is friendly and helpful.

• Encourage pet owners to book wellness appointments and routine veterinary visits.

• Assist clients with scheduling appointments, confirming clinic locations, availability, and details.

• Address routine inquiries using approved scripts and clinic protocols.

• Manage objections, hesitations, and questions professionally while ensuring a positive customer experience.

• Accurately document calls, client feedback, appointment bookings, and follow-up needs in the designated systems.

• Respect client communication preferences and adhere to requests for no contact.

• Escalate medical inquiries or concerns to the appropriate veterinary personnel.

• Meet standards for call quality, outreach activities, accurate documentation, and appointment scheduling.

• Work Monday through Friday within a shift that falls between the operating hours of 7:00 AM and 7:00 PM Pacific Time.

• Complete the necessary hiring process, which includes resume review, questionnaire, one-way video interview, interviews, and background check.

⛳️ Requirements

• Prior experience in customer service, call centers, outbound calling, telemarketing, appointment setting, or customer retention.

• Strong spoken English communication skills and a professional demeanor on the phone.

• Comfort with making frequent outbound calls and speaking confidently with customers.

• Ability to build rapport, actively listen, and communicate with patience and empathy.

• Strong persuasion and objection-handling abilities without being overly aggressive or pushy.

• Excellent attention to detail and proficient data-entry skills.

• Comfortable using computers, CRM platforms, phone systems, and scheduling software.

• Reliable, accountable, punctual, and capable of working independently.

• Ability to adhere to scripts, procedures, and quality standards while naturally adapting to conversations.

• A quiet, professional, dedicated work-from-home setting is required.

• Windows 11 computer; Macs are not acceptable.

• Minimum 16 GB RAM.

• i5 processor or higher.

• Webcam and wired USB headset are required.

• Additional monitors are a plus.

• Reliable wired high-speed internet connection via Ethernet cable is essential.

• Backup power solution is necessary.

• Must reside in Mexico.

• Strong written and verbal English communication skills are required.

• An English resume is mandatory.

• Successful completion of a relevant background check may be necessary.

• Experience in a veterinary clinic or animal care setting is preferred but not required.

• Experience in healthcare or medical appointment scheduling is preferred.

• Experience with customer retention and appointment-setting campaigns is preferred.

• Previous experience handling outbound calls to existing customers or clients is preferred.

🏝️ Benefits

• Paid weekly in arrears.

• Paid training is provided.

• Work-from-home arrangement available.