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

As a Customer Success Agent, you will be the primary point of contact for clients, ensuring a seamless experience by managing all aspects of veterinary appointments, client inquiries, and medical coordination across multiple communication channels, including phone, email, chat, and SMS.

Key Responsibilities:

• Monitoring and managing client communications across phone, email, chat, and SMS.
• Booking, canceling, rescheduling, and adjusting veterinary appointments.
• Providing clients with detailed information about our services and doctors' capabilities.
• Reviewing patient history to determine necessary treatments and scheduling accordingly.
• Documenting all client interactions accurately in medical records.
• Handling prescription requests and relaying medical information from our medical teams.
• Managing escalations and ensuring client and patient satisfaction.
• Performing advanced triage to assess the urgency of medical concerns.
• Reviewing medical records to answer client questions regarding medications, treatment plans, and vaccine due dates.
• Sending, obtaining, and uploading medical records as needed.
• Responding promptly to inquiries, support tickets, and follow-ups.
• Assessing the urgency of client concerns and determining appropriate action.
• Monitoring and analyzing data to identify trends and areas for improvement.
• Maintaining high-quality service standards and contributing to continuous process improvements.

C1/C2 English level is required 

This role requires strong communication skills, problem-solving abilities, attention to detail, and a customer-first mindset to support pet owners and ensure the best possible care for their pets. If you are a self-motivated team player who thrives in a dynamic environment, we encourage you to apply!