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 on a remote basis. Please note this is an opportunity for future opportunities within our network.

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.