The primary responsibility of the Agent is to provide a high-quality experience to callers as they answer their questions and book appointments for them at their chosen hospital. Solid communication skills are required. Animal health and/or medical knowledge not required.

ESSENTIAL RESPONSIBILITIES AND TASKS

• Field calls from prospective clients in a timely and friendly manner

• Encourage appointment scheduling and ensure client satisfaction utilizing established call scripts

• Schedule client appointments efficiently while providing a high-quality experience

• Transfer calls back to hospitals and send message to hospitals, as needed, to ensure callers’ needs are met

• Provide feedback to management on call management tool, protocols, script, and client reception with an intent to improve operations

• Manage high volume of inbound and outbound calls and use of SMS/Texts

• Multi-tasking with use of different programs and navigating across a range of tech platforms

• Fulfill other related duties as assigned

EDUCATION/EXPERIENCE

• High school diploma or equivalent

PREFERRED SKILLS AND QUALIFICATIONS

• Prior Veterinary Experience and/or prior call center experience in a medical setting is preferred

• Ability to deal with client questions with patience and understanding

• Ability to work remotely and productively, and as part of a team

• Strong communication skills, especially phone communication skills

• Basic typing skills

• Comfort working with a laptop

• Ability to learn quickly

• Passion for pets and pet care

• Availability to work 30-40 hours a week from home (potentially including weekend shifts) with a high-quality internet connection

• Passion for client experience, and for making every client feel important and valued