Virtual Care Customer Service Representative - Full Time

Modern Animal is committed to enhancing the lives of animals through innovative veterinary care. They are seeking a Virtual Customer Service Representative to deliver exceptional service by addressing client concerns, ensuring seamless communication, and maintaining high standards of quality and efficiency.

Responsibilities:

• 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
• 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
• 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
• Veterinary experience: Prior experience in a small animal clinic is required; 3+ years preferred
• Bilingual candidates preferred to enhance communication and service