Customer Service Representative

Summary

Join Modern Animal as a Virtual Customer Service Representative (Host) and be part of a mission-driven team reimagining the veterinary experience. This part-time, remote role involves providing exceptional customer service through various communication channels, resolving client concerns, and proactively engaging with members. You will take full ownership of client issues, ensuring seamless experiences from sign-up to long-term retention. The ideal candidate possesses 5+ years of customer service experience in a high-end environment, along with veterinary experience (3+ years preferred). Strong communication, problem-solving, and technological skills are essential. This role offers a competitive hourly rate and the opportunity to make a real impact in a supportive and inclusive work environment.

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

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, to fostering 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

Preferred Qualifications

Bilingual candidates preferred to enhance communication and service

Benefits

This is a non-exempt, remote position starting at $16.00 per hour , with final compensation based on experience, skills, and location