Virtual Care Customer Service Representative

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $16 - $20 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Modern Animal

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Modern Animal is a forward-thinking veterinary practice that focuses on providing modern, accessible, and empathetic pet care. By utilizing technology and innovative approaches, they aim to redefine the veterinary experience for pet owners, enhancing both convenience and quality of care. Their services often include online consultations, streamlined appointment booking, and personalized pet health management.

📋 Description

• 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. • Bilingual candidates preferred to enhance communication and service. • 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.

🏖️ Benefits

• Excellent medical, vision, and dental coverage (with various options to choose from) • 401(k) savings plan with employer match • Paid time off • 12 weeks of paid parental leave • Free membership and discounts on services for your furry family members • Continuing education allowance • Uniform provided • Work-from-home stipends to help set up your home office • A collaborative team that has your back and will welcome you as part of our pack