VCA Hospitals

SUMMARY OF JOB PURPOSE AND FUNCTION: The Virtual Care Client Service Representative (CSR) is responsible for answering chats from current VCA clients or potential VCA clients, who are seeking to schedule, confirm, or change an appointment or get answers to their general administrative questions. Virtual Care CSRs work from home. This is a full-time position, and the successful candidate is expected to work up to 40 hours per week. The primary responsibility for the Virtual Care CSR is to provide a high-quality experience to existing or potential clients through chat as they answer administrative questions, detail VCA CareClub plans, and manage the VCA hospital appointment booking process.

ESSENTIAL RESPONSIBILITIES AND TASKS:

• Provide a high-quality client experience over text (chat)
• Field chats from existing and potential VCA clients in a timely and friendly manner
• Assist with online appointment scheduling
• Ensure client satisfaction utilizing established chat protocols
• Field administrative chats and respond to queries related to various topics
• Detail CareClub plans to non-members and assist with enrollment
• Provide feedback to leadership on protocols with an intent to improve operations
• Manage multiple chats simultaneously
• Ability to multi-task on different programs across a range of technology platforms
• Utilize professional, accurate and appropriate terminology over chat
• Required to attend team meetings or review recordings within 48 hours.
• Required to read emails pertaining to protocols, scheduling, updates, etc., daily

EDUCATION/EXPERIENCE:

• High School Diploma or equivalent
• Associates degree
• 3+ years of veterinary experience
• Experience as a veterinary assistant
• Highly proficient using technology including but not limited to -Microsoft Outlook, Dayforce, Workday, Microsoft Teams; Microsoft Office, Google Chrome; Helpshift, etc.
• Ability to read, write, and speak English
• Multi-lingual (Spanish)
• All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

PREFERRED SKILLS AND QUALIFICATIONS

• Strong communication skills
• Prior veterinary experience is necessary
• Ability to deal with client questions with patience and understanding
• Ability to exercise self-discipline and accountability
• Availability to work 30-40 hours/week from home, including weekend and holiday shifts
• Must have a high-quality internet connection
• Passion for client experience, and for making every client feel important and valued
• Ability to work autonomously as a remote employee, and as part of a team
• Basic typing skills and comfortable working with a laptop

CORE COMPETENCIES:

• Client-Focused
• Emotional Intelligence
• Self-Accountability
• Communicates Effectively

WORKING CONDITIONS:

• Available to work 40 hours per week.
• This is a 100% remote position; travel is not required.
• The ability to work on a computer and sit for long periods of time daily.
• Must have a comfortable, quiet working environment including a power source and reliable internet access.

Additional Info: Compensation is negotiable based on education, experience, and other relevant credentials. The US base hourly range for this full-time position is $18.00 Hourly. Our hourly ranges are determined by role, level, and location. Your recruiter can share more about the specific hourly range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base hourly range only.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com