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Position Description

We are currently seeking a Remote Customer Experience Associate to join our team. In this role, you will serve as the primary point of contact for pet owners, providing outstanding virtual support through phone, email, and live chat. This is an excellent opportunity for someone with strong communication skills, a passion for animals, and a commitment to delivering exceptional service from a remote setting.

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Key Responsibilities

• Respond to client inquiries in a timely, professional, and empathetic manner via phone, email, and chat.

• Assist with appointment scheduling, cancellations, and rescheduling across multiple providers and locations.

• Guide new clients through the onboarding process, including digital forms and service explanations.

• Help clients access prescription refills, health records, and post-visit instructions.

• Document client interactions and updates accurately in our veterinary management software.

• Collaborate with veterinary staff to ensure continuity of care and proper communication of time-sensitive information.

• Resolve client concerns and escalate complex issues to supervisors when necessary.

• Support digital engagement campaigns, such as reminders, feedback requests, and educational outreach.

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Qualifications

• High school diploma or equivalent required; some college or veterinary/animal care background is a plus.

• 0–2 years of experience in customer service, call center, or administrative support role.

• Strong written and verbal communication skills.

• Comfortable with phone-based and online communication tools.

• Detail-oriented, empathetic, and able to multitask effectively in a fast-paced virtual environment.

• Tech-savvy and familiar with using CRM or appointment scheduling systems.

• Must have a reliable internet connection and a quiet workspace.