[Hiring] Client Care Agent @VetStrategy / Daubigny

Role Description

The role of the Client Care Agent (CCA) is to be the liaison between our clinics and clients through the Client Care Centre on a remote basis. Please note this is an opportunity for future opportunities within our network.

This position reports to Lead, Call Centre.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication scripts to meet call volume, service level and booking targets.
• Identify client needs to ensure a smooth client experience.
• Problem solve client concerns in a respective and helpful manner.
• Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately.
• Effectively communicate with all team members.
• Exhibit strong phone and verbal communication skills along with active listening.
• Be client focused and adaptable to different personality types.
• Understand the principles of proper medical record keeping and uphold the necessary standard.
• Deal tactfully and respectfully with all difficult situations that arise.
• Always maintain patient confidentiality.
• Show respect, empathy, and kindness to all clients and colleagues.

Qualifications

• High school diploma is required.
• Ability to communicate effectively in French and English will be an asset.
• Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
• Excellent verbal and written communication skills is a must.
• Prior knowledge of medical terminology and good understanding of PMS, (preferably VetUp).
• Individuals must be able to work effectively without supervision.
• Strong problem-solving capability and ability to manage time effectively.
• Ability to connect with people in a genuine, friendly and compassionate manner.

Requirements

• Must be able to work remotely with access to a quiet space during working hours and reliable internet.