[Remote] Virtual Care Customer Service Representative - Full Time

Note: The job is a remote job and is open to candidates in USA. Modern Animal is dedicated to improving the lives of animals and is seeking Virtual Customer Service Representatives to join their Care Team. In this role, you will own customer concerns, deliver high-quality service across multiple communication channels, and ensure an exceptional experience for members throughout their journey with the company.ResponsibilitiesDeliver Consistent, High-Quality Service: Address general inquiries with professionalism, and empathy while prioritizing member needsMaster Multichannel Communication: Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts, and provide effective solutionsOwn Customer Concerns from Start to Resolution: Take full responsibility for resolving complex issues, ensuring a seamless experienceOwn the Member journey: from assisting with sign-up and onboarding, to ensuring active engagement with care, to fostering long-term retention and win-back effort, creating an exceptional experience at every stageProactively engage with members: drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care. Build relationships and maintain trust by delivering consistent, high quality serviceEnsure Accuracy & Efficiency: Maintain precise medical records and document customer interactions thoroughly and accuratelySkills5+ years of experience in a customer service role within a concierge-level or white-glove support environmentVeterinary experience: Prior experience in a small animal clinic is required; 3+ years preferredA passion for excellence and delivering customer experiences that go above and beyond expectationsProven ability to take full ownership of client concerns, ensuring timely and effective resolutionStrong communication skills, both verbal and written, with an emphasis on clarity and empathyComfort with technology, including experience using various customer support and medical record softwareAdaptability in a fast-paced environment, with the ability to problem-solve and make quick decisions under pressureOpenness to continuous learning, receiving constructive feedback, and evolving within the roleReliable internet & workspace: Minimum ISP parameters of >100mb_down/>100mb_up/Commitment to Modern Animal's values, including compassion, curiosity, and dedication to high-quality careBilingual candidates preferred to enhance communication and serviceBenefitsFull benefitsExcellent medical, vision, and dental coverage (with various options to choose from)401(k) savings plan with employer matchPaid time off12 weeks of paid parental leaveFree membership and discounts on services for your furry family membersContinuing education allowanceUniform providedWork-from-home stipends to help set up your home officeA collaborative team that has your back and will welcome you as part of our packA sign-on bonus and equity grant units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offeredCompany OverviewModern Animal is an innovative veterinary platform building a new kind of veterinary experience for animals and humans. It was founded in 2019, and is headquartered in Los Angeles, California, USA, with a workforce of 201-500 employees. Its website is https://www.modernanimal.com.Company H1B SponsorshipModern Animal has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.