Customer Support Agent

About Us

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.

Position Overview

We are seeking a dedicated and customer-focused Customer Support Agent to join our team. In this role, you will be the first point of contact for our clients, ensuring their questions and concerns are addressed promptly and professionally. You’ll play a key role in delivering a seamless experience for pet owners while supporting The Vets’ mission to provide top-tier veterinary care. 

Key Responsibilities:

• 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.

Qualifications:

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

What We Offer:

• 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