Virtual Care Customer Service Representative

Modern Animal has a mission to better the lives of animals by building a place that's better for all of us who love them. We care deeply about the profession, and we are looking for Virtual Customer Service Representatives, internally known as Hosts, to join our growing team.

As a Host on Customer Success, you serve as the primary source of 1-on-1 engagement and general information outside the clinics for members in need. Our Hosts have a deep passionate for helping others and crafting support experiences that exceed customers' expectations. Modern Animal Hosts are able to anticipate customer needs and effectively and independently manage customer communications through chat, email and phone calls.

What the job entails:

• Communicating with customers using a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions
• Living and modeling the Modern Animal cultural vision by encouraging work/life balance, self-compassion, and a blame- and judgement-free work environment
• Serving as a role model by displaying good judgment, a positive work ethic, and a commitment to excellent customer service
• Growing and thriving in an environment of continuous learning, improvement and excellence
• Maintaining accurate medical records and communication documentation
• Resolving challenging customer issues, escalating appropriately when necessary
• Addressing general inquiries in a timely, accurate, and professional manner; empathize with and prioritize customer needs
• Managing member communications including but not limited to travel documents, appointment booking and rescheduling, payment and billing, membership, and account

Why you'd be a great fit:

• Forward thinker who enjoys living curiously
• Flexibility in work hours based on scheduling needs and customer demands
• 5+ years experience in a Customer Service role in a concierge-level or white-glove support environment
• Solid knowledge of patient care in-clinic and at-home, surgical and dental procedures, and the diagnosis and treatment of medical conditions that would be routinely anticipated to occur in a general small animal practice
• The ability to sit and stand at a computer for extended periods of time
• Provides compassionate, high quality medicine
• 3+ years experience in the practice of small animal veterinary medicine and surgery
• Willingness to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Excellent verbal and written communication skills
• A quiet and distraction-free environment during working hours
• Passion for helping people and crafting support experiences that exceed customers' expectations
• Experience with a variety of computer programs

What you can expect from us:

• Excellent medical, vision, and dental coverage (with various options to choose from)
• A collaborative team who has your back and will welcome you as part of our pack
• Uniform provided
• Generous paid time off
• 401K savings plan with match
• Free membership and discounts on services for your furry family members
• Paid parental leave
• WFH stipends to help you set up your home office
• Continuing education allowance

The pay range for this position is $16 - $24 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and equity grant units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the California Pay Transparency Act. Base pay information is based on geographic location.

We believe an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We're not looking for candidates who are "culture fits." We're looking for candidates who can expand our culture and challenge business as usual. We strive to foster an environment where all staff can bring their whole selves to work, by their own definition, and we strive to provide all candidates with an equitable and accessible recruitment process.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.

In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If we can offer accommodations for you in the recruitment process, or if you have feedback on how to make our recruiting more equitable or accessible, please let us know!