Virtual Care Customer Service Representative

Modern Animal

Virtual Customer Service Representative at Modern Animal managing client concerns and providing exceptional service through various communication channels. Supporting veterinary care and ensuring high-quality member experiences.

Posted 5/13/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $16 - $20 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Excellent medical, vision, and dental coverage (with various options to choose from)
401(k) savings plan with employer match
Paid time off
12 weeks of paid parental leave
Free membership and discounts on services for your furry family members
Continuing education allowance
Uniform provided
Work-from-home stipends to help set up your home office
A collaborative team that has your back and will welcome you as part of our pack

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicemedical record managementproblem-solvingmultichannel communicationissue resolutionvet clinic experiencetimely care deliverydocumentation accuracyclient ownershipbilingual communication

Soft Skills

professionalismempathyadaptabilityclaritytrust-buildingcontinuous learningresponsibilitycommunicationrelationship managementcommitment to excellence