Virtual Customer Service Representative

Job Summary

Taking full ownership of client concerns, the remote Virtual Customer Service Representative will deliver high-quality service through proactive communication and problem-solving while engaging with members via chat, email, and phone.

Key responsibilities

• Address general inquiries with professionalism and empathy, prioritizing member needs
• Resolve complex issues by taking full responsibility for customer concerns from start to finish
• Proactively engage with members to encourage scheduling of procedures and ensure timely care for pets

Required qualifications

• 5+ years of experience in a customer service role within a concierge-level or white-glove support environment
• 3+ years of experience in small animal veterinary practice (preferred but not required)
• Proven ability to take full ownership of client concerns and ensure effective resolution
• Comfort with technology, including experience with customer support and medical record software
• Bilingual candidates preferred to enhance communication and service