[Hiring] Virtual Care Customer Service Representative @Modern Animal

Role Description

As a Host on the Member Success team, you will take full ownership of client concerns from beginning to end, delivering an exceptional customer experience through proactive communication and problem-solving. You’ll go above and beyond to ensure seamless service, act as a trusted resource for our members, and maintain the highest standards of quality and efficiency.

This role is a Full-Time position offering up to 40hrs per week with full benefits.

Available Schedules:

• 8:00am - 5:00pm PST, Thursday through Monday (Tuesdays and Wednesdays off)
• 9:00am - 6:00pm PST, Friday through Tuesday (Wednesdays and Thursdays off)

What You’ll Do:

• 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:
  • Assist with sign-up and onboarding, ensure active engagement with care, and foster long-term retention and win-back efforts, 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.

Qualifications

• 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

• Starting at $16.00 per hour (final compensation will be based on experience, skills, and location).
• 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.