Customer Care Representative

About Us:

Launched in 2021, The Vets is redefining the veterinary industry because we believe healthy pets start with happy vets. Providing an alternative option to brick-and-mortar veterinary clinics, The Vets has introduced a new at-home service offering high-quality, fear-free care for pets, and a better quality of life for our unsung heroes – our veterinarians. Marrying state-of-the-art technology with a concierge approach to pet care, The Vets delivers a world-class experience for vets, pets and pet owners. The Vets currently operates in 16 US markets, has serviced over 35,000 pets and achieved a 3x higher NPS score than traditional veterinary services. 

About the Role:

We are seeking experienced Customer Care Representatives (Customer Support) to work directly with pet owners to help them in the post-appointment stages with the Vets. Our CCR’s will be receiving and placing customer service telephone calls, answering support tickets. Maintaining solid customer relationships by handling questions and concerns with speed and professionalism. Resolving customer complaints, managing customer records, sharing status reports on customer service issues.

The Customer Care Representative is responsible for acting as a liaison for customers and the business and assists with complaints, errors, orders, cancellations, billing, and other queries.

Responsibilities:

• Responding promptly to customer inquiries, support tickets and tracking items needing follow-ups
• Processing Veterinarian canceling and rescheduling of existing customers using Salesforce CRM
• Act with a sense of urgency, but also treat the customer with a concierge type service level
• Keep detailed records of customer interactions, comments, and complaints
• Understanding the customer journey and providing coupons and storing records for customers that have engaged with the Support team for complaints, concerns, or that didn’t meet the customer’s expectations
• Communicating and coordinating with a high level of detail to internal colleagues and field teams as necessary
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Ability to work independently and be self-motivated
• Ask probing questions to understand customer issues and determine how best to resolve customer issues (internally and externally)
• Develop new routes for rescheduled appointments from active customers through our appointment routing software, that will enable efficient and logical travel itineraries
• Opportunity to make the world a better place for pets

Skills and Qualifications:

• Previous call centre experience as a support representative or other sales/customer service role essential
• Previous veterinary or pet industry experience a plus but not necessary
• Proven track record of successfully meeting and exceeding departmental goals that are calculated from survey results, personal and department metrics
• A candidate for the position must portray exceptionally strong verbal and written communication skills.
• Must have an ability to listen/read, analyze, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and internal members of the organization
• Demonstrate exceptional practical problem-solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, diagrammatic forms
• Results-oriented with strong analytical and organizational skills
• Proficient in computer software; Salesforce CRM management and Google Suite experience a strong asset
• Shift work and some weekend shifts are required

Salary & Benefits:

• Full benefits after a 30-day probationary period
• RRSP Contribution plan
• PTO + paid Stat Holidays
• Team lunches, events and more

**This is a hybrid position. Candidates will be required to come into the London, ON office 3 days per week**

The Vets is committed to hiring the best team possible to build the future of pet care . The Vets provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and national origin.

We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something different than what’s already out there. So – let’s meet.

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