Virtual Care Customer Service Representative - Full-Time

Job Description

• Addressing general inquiries in a timely, accurate, and professional manner; empathize with and prioritize customer needs • Communicating with customers using a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions • Resolving challenging customer issues, escalating appropriately when necessary • Managing member communications including but not limited to travel documents, appointment booking and rescheduling, payment and billing, membership, and account • Maintaining accurate medical records and communication documentation • Serving as a role model by displaying good judgment, a positive work ethic, and a commitment to excellent customer service • Growing and thriving in an environment of continuous learning, improvement and excellence • Living and modeling the Modern Animal cultural vision by encouraging work/life balance, self-compassion, and a blame- and judgement-free work environment

Qualifications

• 3+ years experience in the practice of small animal veterinary medicine and surgery • 5+ years experience in a Customer Service role in a concierge-level or white-glove support environment • Solid knowledge of patient care in-clinic and at-home, surgical and dental procedures, and the diagnosis and treatment of medical conditions that would be routinely anticipated to occur in a general small animal practice • Passion for helping people and crafting support experiences that exceed customers' expectations • Willingness to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment • Excellent verbal and written communication skills • Experience with a variety of computer programs • Flexibility in work hours based on scheduling needs and customer demands • A quiet and distraction-free environment during working hours • The ability to sit and stand at a computer for extended periods of time • Forward thinker who enjoys living curiously • Provides compassionate, high quality medicine

Benefits

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