Virtual Care Customer Service Representative
Modern Animal
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $16 - $20 per hour
About the role
- Deliver Consistent, High-Quality Service: Address general inquiries with professionalism, and empathy while prioritizing member needs.
- Master Multichannel Communication: Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts, and provide effective solutions.
- Own Customer Concerns from Start to Resolution: Take full responsibility for resolving complex issues, ensuring a seamless experience.
- Own the Member journey: from assisting with sign-up and onboarding, to ensuring active engagement with care, to fostering long-term retention and win-back effort, creating an exceptional experience at every stage.
- Proactively engage with members: drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care. Build relationships and maintain trust by delivering consistent, high quality service.
- Ensure Accuracy & Efficiency: Maintain precise medical records and document customer interactions thoroughly and accurately.
Requirements
- 5+ years of experience in a customer service role within a concierge-level or white-glove support environment.
- Veterinary experience: Prior experience in a small animal clinic is required; 3+ years preferred.
- A passion for excellence and delivering customer experiences that go above and beyond expectations.
- Proven ability to take full ownership of client concerns, ensuring timely and effective resolution.
- Strong communication skills, both verbal and written, with an emphasis on clarity and empathy.
- Comfort with technology, including experience using various customer support and medical record software.
- Adaptability in a fast-paced environment, with the ability to problem-solve and make quick decisions under pressure.
- Openness to continuous learning, receiving constructive feedback, and evolving within the role.
- Bilingual candidates preferred to enhance communication and service.
- Reliable internet & workspace: Minimum ISP parameters of >100mb_down/>100mb_up/<10ms_latency and a quiet, distraction-free work environment.
Benefits
- A sign-on bonus
- equity grant units
- full range of medical benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicemedical record managementproblem-solvingissue resolutionmultichannel communicationvet clinic experienceconcierge-level supporttimely care deliverydocumentation accuracyclient ownership
Soft Skills
empathycommunicationadaptabilityrelationship buildingtrust maintenanceattention to detailpassion for excellencecontinuous learningclarityresponsibility