Virtual Care Customer Service Representative

Summary

Join Modern Animal's growing team as a Virtual Customer Service Representative (Host) and take ownership of client concerns, delivering exceptional customer experiences. You will handle inquiries via various communication channels, resolve complex issues, and proactively engage with members to ensure seamless service and high-quality pet care. This role requires strong communication and problem-solving skills, experience in customer service, and comfort with technology. Modern Animal prioritizes excellence, consistency, and innovation, offering a supportive and growth-oriented work environment. The ideal candidate will be passionate about delivering exceptional customer experiences and committed to Modern Animal's values.

Requirements

• 5+ years of experience in a customer service role within a concierge-level or white-glove support environment
• 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 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

Preferred Qualifications

• 3+ years of experience in small animal veterinary practice
• Bilingual candidates preferred to enhance communication and service