Call Center Advisor, Tier 1

Vetsource

Call Center Advisor providing first-tier customer service support in a remote role for pet healthcare solutions. Handling calls, problem resolution, and collaboration with other departments.

Posted 4/15/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $19 - $20 per hourWebsite

About the role

Key responsibilities & impact

Answer calls from clients to address their needs, complaints, or other issues with products or services; keep records of all customer conversations
Respond efficiently and accurately to callers; explain possible solutions and ensure that clients feel supported and valued
Engage in active listening with callers; confirm or clarify information, identify customer needs, research issues and provide solutions and/or alternatives
Exhibit understanding and strive to meet or exceed call center metrics while providing excellent consistent customer service
Provide problem resolution on billing or shipment issues; update online customer records including pets, payment methods, address and other critical shipping information
Help shoppers place web orders, re-orders, and autoships
Collaborate with other departments to advocate for Vetsource customers and creatively resolve problems

Requirements

What you’ll need

High School diploma or G.E.D.
At least 1 year of customer service experience
Computer skills and knowledge; familiarity with business apps and software programs, email, instant message (Slack), Microsoft Suite, Google Suite; enjoy learning new technology
Ability to work in a fast-paced, high-volume call center environment, managing large amounts of calls in a timely and effective manner
Capacity and knowledge to troubleshoot basic technical issues, software updates, VPN, internet connectivity, passwords, etc.
Ability to multitask efficiently with error-free written work
Ability to diffuse emotional situations on the phone and de-escalate difficult situations
Ability to self-manage; once trained, you can carry out the responsibilities of your role with high quality work and customer service
Ability to be trained via self-guided e-learning
Ability to type accurately and for long periods of time; average typing speed 40 WPM
Consistent and reliable attendance is required
Must be able to work rotating Saturdays, or willing to work permanent Saturdays
Preferred Experience and Qualifications: Veterinary clinic or animal-related call center experience
Bilingual in Spanish
Remote work experience

Benefits

Comp & perks

Competitive pay and benefits including medical, vision*, dental, and life insurance
Employee Assistance Program
Pet insurance* and Virtual vet care
PTO, Holidays, Floating Holidays, and Volunteer Day
Retirement Savings Plan (401k/ RRSP) with employer matching program
Paid parental leave
Flexible scheduling and remote work where possible
The opportunity to join one of our Associate Resource Groups, and fun company events!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service experiencetroubleshootingtypingproblem resolutionweb order managementbilling issue resolutionsoftware updatesinternet connectivityVPN knowledgemultitasking

Soft Skills

active listeningemotional de-escalationself-managementcommunicationcollaborationtime managementattention to detailadaptabilitycustomer advocacyreliability

Certifications

High School diplomaG.E.D.