Virtual Care Customer Service Representative - Full Time

Modern Animal is dedicated to improving the lives of animals and is seeking Virtual Customer Service Representatives to join their Care Team. In this role, you will own customer concerns, deliver high-quality service across multiple communication channels, and ensure an exceptional experience for members throughout their journey with the company.

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
• 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
• 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
• Bilingual candidates preferred to enhance communication and service