[Hiring] Client Care Representative @Banfield Pet Hospital

Role Description

The Client Care Representative is the frontline representative of the Contact Center, responsible for delivering high-quality, compassionate support to pet owners and internal partners across multiple communication channels. This role ensures clients can easily access care, resolve issues, and navigate services through efficient, accurate, and empathetic interactions.

Operating within a pod-based model, the Client Care Representative executes both retention and growth workflows, supporting client intake, scheduling, service resolution, and proactive outreach. This role is critical to delivering a consistent, seamless client experience while contributing to operational performance, client retention, and growth.

You Will:

• Handle high volumes of retention and growth contacts across phone, chat, email, and digital channels in a timely, professional, and empathetic manner.
• Support clients with appointment scheduling, service navigation, billing inquiries, and general pet care-related questions using established workflows and systems.
• Deliver accurate, consistent, and solution-oriented responses aligned with company standards and protocols.
• Resolve client issues end-to-end where possible, escalating complex or sensitive cases appropriately.
• Maintain detailed and accurate documentation of all client interactions within CRM and operational systems.

Operational Execution & Performance

• Meet or exceed defined performance metrics, including service levels, quality standards, productivity, and client satisfaction.
• Adhere to schedules, workflows, and processes to support efficient contact center operations.
• Navigate multiple systems and tools simultaneously to support effective service delivery.
• Support both retention (intake, troubleshooting, support) and growth (reminders, follow-ups, engagement) workflows as needed.

Quality & Continuous Improvement

• Apply quality standards and communication best practices in every interaction.
• Incorporate feedback from quality monitoring, coaching, and training into daily performance.
• Identify recurring client issues, process gaps, or system challenges and provide feedback to leadership.
• Participate in pilots, process improvements, and new capability rollouts.

Team Collaboration & Engagement

• Collaborate with peers, Shift Leads, and Team Leads to ensure consistent service delivery and knowledge sharing.
• Participate in team meetings, huddles, and ongoing training to maintain knowledge and performance.
• Contribute to a positive, accountable, and team-oriented environment.

Qualifications

• High school diploma or equivalent required, Associate or Bachelor’s degree preferred.
• Proven track record delivering high-quality client service in a fast-paced, multi-channel environment.
• 1+ year of experience in a client-facing role (contact center, retail, hospitality, healthcare, or similar).
• Experience in a high-volume, fast-paced service environment preferred.
• Familiarity with omnichannel communication (phone, chat, email) preferred.
• Experience using CRM systems, scheduling tools, or customer service platforms preferred.
• Strong written and verbal communication skills.
• Demonstrated ability to multitask and navigate multiple systems simultaneously.
• Ability to work independently in a remote or structured environment while contributing to team goals.
• Comfort working variable schedules, including evenings, weekends, and holidays.

Requirements

• Ability to work at a computer for long periods of time.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

Benefits

• Competitive salary with paid time off & holidays.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Company Description

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.