Virtual Care Customer Service Representative – Full Time

About This Opportunity

We are representing a confidential veterinary organization seeking a Virtual Care Customer Service Representative to join their Member Success team. This is a full-time remote position offering up to 40 hours per week with comprehensive benefits.

Our client is committed to excellence and innovation in veterinary care, and they need talented professionals who can deliver exceptional customer experiences while managing complex client concerns from start to finish.

Available Schedules:

• 8:00am - 5:00pm PST, Thursday through Monday (Tuesdays and Wednesdays off)
• 9:00am - 6:00pm PST, Friday through Tuesday (Wednesdays and Thursdays off)

Responsibilities

In this role, you will take full ownership of the member experience, serving as a trusted resource and problem-solver. Your day-to-day work will include:

• Delivering consistent, high-quality service by addressing general inquiries with professionalism and empathy while prioritizing member needs
• Engaging with members across multiple channels including chat, email, and phone using various software tools to navigate accounts and provide effective solutions
• Taking complete responsibility for resolving complex issues from initial contact through final resolution
• Managing the full member journey from sign-up and onboarding through active engagement and long-term retention efforts
• Proactively engaging with members to drive business growth by encouraging timely scheduling of procedures and appointments
• Maintaining precise medical records and documenting all customer interactions thoroughly and accurately
• Building lasting relationships with members by delivering exceptional service that exceeds expectations

What We're Looking For

The ideal candidate brings veterinary expertise combined with exceptional customer service skills:

• 5+ years of experience in a customer service role within a concierge-level or white-glove support environment
• Prior experience in a small animal clinic is required; 3+ years strongly preferred
• Proven track record of taking full ownership of client concerns and ensuring timely, effective resolution
• Strong verbal and written communication skills with emphasis on clarity and empathy
• Comfort with technology, including customer support and medical record software
• Ability to adapt quickly in a fast-paced environment and make sound decisions under pressure
• Openness to continuous learning and receiving constructive feedback
• Bilingual candidates preferred to enhance communication and service delivery
• Reliable internet connection with minimum parameters of >100mb download/>100mb upload/<10ms latency
• Quiet, distraction-free workspace suitable for professional remote work

How We Work With You

Get A Job.ai serves as your advocate throughout the hiring process. Here's how it works:

• Submit your application through the Get A Job.ai platform
• Our recruiting team will conduct an initial screening to understand your background and career goals
• If there's a strong match, we'll submit your profile to our client for consideration
• We'll coordinate all interview scheduling and provide guidance throughout the process
• Please do not contact the client directly—all communication should flow through Get A Job.ai

Compensation and Benefits

This position offers a competitive compensation package including:

• Excellent medical, vision, and dental coverage with multiple plan options
• 401(k) savings plan with employer match
• Paid time off
• 12 weeks of paid parental leave
• Continuing education allowance
• Work-from-home stipends to support your home office setup
• Uniform provided
• Employee discounts on veterinary services

Location: United States (Remote)

Get A Job.ai is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applicants of all backgrounds and provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. If you need accommodations during the application process, please let us know.