Client Care Specialist
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Job Description
Client Care Specialist managing client interactions across various communication channels for veterinary services. Providing support and assistance for pet care appointments and inquiries in a remote role.
Responsibilities:
- Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner.
- Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols.
- Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience.
- Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery.
- Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
- Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
- Participate in pilot programs and contribute to process improvement initiatives.
Requirements:
- High school diploma or equivalent
- 1+ year in a client-facing role such as hospitality, retail, customer service, or contact center
- Experience in a veterinary, healthcare, or pet care environment preferred.
- Proficiency with common digital tools and platforms, including web-based applications, email, and customer service software.
- Comfortability navigating multiple systems simultaneously in a fast-paced environment.
- Ability to troubleshoot basic technical issues independently and maintain productivity in a remote work setting.
- Ability to read, write, and speak English.
- Multi-Lingual a plus.
- Strong communication and interpersonal skills preferred.
- Ability to work independently in a remote environment while contributing to a collaborative team culture preferred.
- Demonstrated empathy and client service mindset preferred.
- Experience in a service-oriented or call center environment preferred.
- Familiarity with scheduling systems, CRM tools, or client engagement platforms preferred.
Benefits:
- Competitive salary with paid time off & holidays so you can spend time with the people you love.
- Medical, dental, and vision insurance for you and your loved ones.
- Fertility and family-building assistance.
- Paid Parental leave.
- Practice Paid Basic Life Insurance.
- Practice Paid Short- and Long-Term Disability.
- Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
- Commuter Benefits.
- Legal Plan.
- Health Savings Account & Flexible Spending Account.
- Mental health support and resources.
- Paid Volunteering.
- Optimum Wellness Plans® for up to three pets.
- Continuing Education allowance & MED hours for eligible positions.
- Student Debt Relief (for full-time DVMs).
- A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.
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