About the role
Position Overview The role of the Client Care Agent (CCA) is to be the liaison between our clinics and clients through the Client Care Centre. This role will be remote. Reporting Structure This position reports to Lead, Call Centre. Responsibilities As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to: Client Care Duties 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 ensure smooth client experience. Problem solving 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. General CCA effectively communicates with all team members Strong phone and verbal communication skills along with active listening Client focused and adaptability to different personability types Understands the principles of proper medical record keeping and upholds the necessary standard Deals tactfully and respectfully with all difficult situations that arise Always maintains patient confidentiality Show respect, empathy, and kindness to all clients, and colleagues Requirements 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. Working Conditions Must be able to work remotely with access to a quiet space during working hours and reliable internet.
Not the right fit? Search for Client Care Agent jobs in Vaughan, Ontario, Canada
About VetStrategy
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry.
When VetStrategy co-founders Orin Litman and his wife, Dr. Michelle Cutler, decided to acquire McLean Animal Hospital in 2006, they focused on three promises – our Customer Promise of world-class veterinary care, delivered locally; our People Promise, to be a great place to work; and our Sustainability Promise to be a force for good for patients, people and our plant.
Keeping our three promises led VetStrategy to become the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country.
What we do:
We care for those dedicated to caring for animals by creating a workplace where we focus on innovation, engagement, and teamwork.
We know the blood, sweat and tears that have gone into building each practice, and we don’t want to touch that – we truly embrace the uniqueness of each clinic. Our heritage first approach means we won’t change a clinic’s name, culture or heritage.
We understand the challenges our veterinary teams face and are committed to doing what’s right – for them, their clients, and their patients.
We care about the future of veterinary medicine. Everything we do comes back to ensuring that veterinarians have the time, support, and infrastructure to focus on responsible medicine and quality care.
We believe in empowering our support office and clinic staff and providing them opportunities to develop their skills and grow in their careers.
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About the role
Position Overview The role of the Client Care Agent (CCA) is to be the liaison between our clinics and clients through the Client Care Centre. This role will be remote. Reporting Structure This position reports to Lead, Call Centre. Responsibilities As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to: Client Care Duties 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 ensure smooth client experience. Problem solving 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. General CCA effectively communicates with all team members Strong phone and verbal communication skills along with active listening Client focused and adaptability to different personability types Understands the principles of proper medical record keeping and upholds the necessary standard Deals tactfully and respectfully with all difficult situations that arise Always maintains patient confidentiality Show respect, empathy, and kindness to all clients, and colleagues Requirements 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. Working Conditions Must be able to work remotely with access to a quiet space during working hours and reliable internet.
Not the right fit? Search for Client Care Agent jobs in Vaughan, Ontario, Canada
About VetStrategy
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry.
When VetStrategy co-founders Orin Litman and his wife, Dr. Michelle Cutler, decided to acquire McLean Animal Hospital in 2006, they focused on three promises – our Customer Promise of world-class veterinary care, delivered locally; our People Promise, to be a great place to work; and our Sustainability Promise to be a force for good for patients, people and our plant.
Keeping our three promises led VetStrategy to become the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country.
What we do:
We care for those dedicated to caring for animals by creating a workplace where we focus on innovation, engagement, and teamwork.
We know the blood, sweat and tears that have gone into building each practice, and we don’t want to touch that – we truly embrace the uniqueness of each clinic. Our heritage first approach means we won’t change a clinic’s name, culture or heritage.
We understand the challenges our veterinary teams face and are committed to doing what’s right – for them, their clients, and their patients.
We care about the future of veterinary medicine. Everything we do comes back to ensuring that veterinarians have the time, support, and infrastructure to focus on responsible medicine and quality care.
We believe in empowering our support office and clinic staff and providing them opportunities to develop their skills and grow in their careers.