Customer Support Agent

6 months ago

London, Canada The Vets Full time

**About Us**:
Launched in 2021, The Vets is redefining the veterinary industry because we believe healthy pets start with happy vets. Providing an alternative option to brick-and-mortar veterinary clinics, The Vets has introduced a new at-home service offering high-quality, fear-free care for pets, and a better quality of life for our unsung heroes - our veterinarians. Marrying state-of-the-art technology with a concierge approach to pet care, The Vets delivers a world-class experience for vets, pets and pet owners. The Vets currently operates in 16 US markets, has serviced over 35,000 pets and achieved a 3x higher NPS score than traditional veterinary services.

**About the Role**:
As a Customer Support Agent, you will be the first point of contact for our customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. You will work closely with other team members and various departments to provide timely and effective solutions to customer and pet concerns.

**Responsibilities**:

- Monitor, analyze, and interpret data within business/sales
- Perform root cause analysis for potential issues
- Work cross-functionally to bring value across the organization.
- Monitor daily targets and leaderboards
- Saving appointment cancellations through effective value prop reminders + offer strategy adherence
- Flag areas for process improvement
- Upsell opportunities to pitch our Total Wellness Membership solution
- Issue Resolution: Identify, troubleshoot, and resolve customer issues or concerns promptly and accurately.
- Product Knowledge: Maintain a comprehensive understanding of our products/services to provide accurate information and assistance to customers.
- Process: Follow outlined procedures and Campaign tactics to be successful
- Documentation Record customer interactions, transactions, inquiries, and complaints
- Collaboration: Work with other departments to resolve complex customer issues and escalate when necessary.
- Customer Education: Provide guidance and information to customers regarding product features, usage, solutions, and best practices.
- Quality Assurance: Adhere to established quality standards and processes to ensure consistent and high-quality customer support.
- Continuous Improvement: Proactively identify areas for process improvement and contribute to the enhancement of customer support procedures.

**Qualifications**:

- Previous experience in customer service or a related field is preferred.
- Excellent communication skills, both verbal and written.
- Strong problem-solving and decision-making abilities.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Proficiency in using customer support software and tools.
- Positive attitude and a passion for providing exceptional customer service.
- Previous veterinary or pet industry experience is an asset but not essential.

**Salary & Benefits**:

- ****$20 per hour
- Medical, Dental, Vision and 401k with company match
- PTO days, Sick days and Paid holidays

The Vets is committed to hiring the best team possible to build the future of pet care. The Vets provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and national origin.

Pay: $20.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Flexible schedule
- Paid time off
- Vision care

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Overtime
- Weekends as needed

Work Location: Hybrid remote in London, ON N6C 4P6

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