Client Care Specialist

Role Overview

• Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner.
• Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols.
• Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience.
• Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery.
• Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
• Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
• Participate in pilot programs and contribute to process improvement initiatives.

Requirements

• High school diploma or equivalent
• 1+ year in a client-facing role such as hospitality, retail, customer service, or contact center
• Experience in a veterinary, healthcare, or pet care environment preferred.
• Proficiency with common digital tools and platforms, including web-based applications, email, and customer service software.
• Comfortability navigating multiple systems simultaneously in a fast-paced environment.
• Ability to troubleshoot basic technical issues independently and maintain productivity in a remote work setting.
• Ability to read, write, and speak English.
• Multi-Lingual a plus.
• Strong communication and interpersonal skills preferred.
• Ability to work independently in a remote environment while contributing to a collaborative team culture preferred.
• Demonstrated empathy and client service mindset preferred.
• Experience in a service-oriented or call center environment preferred.
• Familiarity with scheduling systems, CRM tools, or client engagement platforms preferred.

Benefits

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short
• and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.