Customer Support Agent - Remote

Overview

The Vets is a leading provider of Home Pet Care, dedicated to delivering high-quality care and support to pet owners across the country. We are revolutionizing the pet care experience by leveraging technology allowing our best-in-class veterinarians to bring their expert care to you, offering at-home visits in a stress-free environment. We are committed to ensuring the well-being of our furry companions by offering comprehensive wellness plans designed to keep them healthy and happy throughout their lives. As a company, we prioritize the health and happiness of pets, and our Wellness Membership Retention Agents play a vital role in achieving this mission.

In Short

• Serve as the primary point of contact for client inquiries via phone, email, SMS and chat.
• Assist clients with scheduling appointments, understanding services, and resolving issues.
• Provide empathetic, personalized support to pet owners, ensuring a positive experience.
• Handle and resolve customer complaints efficiently, escalating issues as necessary.
• Collaborate with veterinary teams to ensure accurate and timely information is shared with clients.
• Maintain accurate records of customer interactions and update internal databases as needed.
• Proactively identify opportunities to improve the customer experience and recommend solutions.
• Stay informed about company policies, services, and updates to assist customers effectively.

Requirements

• 1-2 years in a customer support, customer service, or call center role. Experience in the veterinary or healthcare industry is a plus.
• Excellent verbal and written communication skills with the ability to convey information clearly and compassionately. English C1/C2.
• Strong critical thinking skills and a proactive approach to resolving customer issues.
• Comfortable using CRM systems, customer support software, and other digital tools.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple tasks.
• A genuine love for animals and an understanding of the importance of exceptional customer service in the pet care industry.

Benefits

• Competitive hourly rate.
• Flexible work schedule to accommodate your availability.
• Opportunity to work remotely at a US-based company.
• The chance to gain experience and contribute to a fast-growing company.
• A role that allows you to make a real impact on pet owners and their furry family members.