Across Canada, VetStrategy is a network of veterinary practices united by a shared purpose: healthy animals, happy owners.

We bring this to life through three promises:

• Our People Promise – To be a great place to work.
• Our Customer Promise – To deliver world-class veterinary care, locally.
• Our Sustainability Promise – To be a force for good.

Guided by our values—We Care, We Dare, We Share—we prioritize well-being, embrace challenges, and foster collaboration. Rooted in passion and compassion, we support our people, patients, their families, and our communities. Humble and approachable, we achieve more together.

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.

Requirements

• High school diploma is required.
• Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
• Excellent verbal and written communication skills are 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.

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