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.