Virtual Care Customer Service Representative

📋 Description

• Provide Consistent, High-Quality Service: Respond to general inquiries with professionalism and empathy, while prioritizing the needs of members.

• Excel in Multichannel Communication: Interact with members through chat, email, and phone, utilizing various software tools to manage accounts and deliver effective solutions.

• Take Ownership of Customer Issues from Start to Finish: Assume full responsibility for resolving complex concerns, ensuring a seamless experience for members.

• Guide the Member Journey: Assist with sign-up and onboarding, promote active engagement with care, and support long-term retention and win-back efforts, creating an exceptional experience at every step.

• Engage Proactively with Members: Drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and quality care. Build relationships and maintain trust by delivering consistent, high-quality service.

• Ensure Precision & Efficiency: Maintain accurate medical records and thoroughly document customer interactions.

⛳️ Requirements

• Over 5 years of experience in a customer service role within a concierge-level or white-glove support setting.

• Veterinary experience: Prior work in a small animal clinic is essential; 3+ years is preferred.

• A commitment to excellence and providing customer experiences that exceed expectations.

• Demonstrated ability to take complete ownership of client concerns, ensuring timely and effective resolutions.

• Strong verbal and written communication skills, emphasizing clarity and empathy.

• Proficiency with technology, including experience using various customer support and medical record software.

• Ability to adapt in a fast-paced environment, with problem-solving skills and quick decision-making capabilities under pressure.

• Willingness to pursue continuous learning, embrace constructive feedback, and evolve within the role.

• Bilingual candidates are preferred to enhance communication and service delivery.

• Reliable internet and workspace: Minimum ISP parameters of >100mb_down/>100mb_up/<10ms_latency, along with a quiet, distraction-free work environment.

• Commitment to Modern Animal’s values, including compassion, curiosity, and dedication to high-quality care.

🏝️ Benefits

• Comprehensive medical, vision, and dental coverage (with various options available)

• 401(k) savings plan with employer matching

• Paid time off

• 12 weeks of paid parental leave

• Complimentary membership and discounts on services for your furry family members

• Continuing education allowance

• Uniforms provided

• Work-from-home stipends to assist with setting up your home office

• A supportive team that has your back and will welcome you as a member of our pack