Virtual Care Customer Service Representative - Remote

Overview

At Modern Animal, our mission is to better the lives of animals by building a place that’s better for all of us who love them. We are deeply committed to excellence, consistency, and innovation in veterinary care, and we’re looking for Virtual Customer Service Representatives (Hosts) to join our growing team.

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.

In Short

• 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.
• 3+ years of experience in small animal veterinary practice (preferred but not required).
• 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

• At Modern Animal, we don’t just provide veterinary care—we redefine it. As a Virtual Customer Service Representative, you’ll be part of a mission-driven team that prioritizes excellence, consistency, and innovation while fostering a culture of support and continuous growth.
• If you thrive in an environment where you can take initiative, solve problems, and make a real impact, we’d love to have you on board!