Join Our Team as a Client Care Agent!

You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.

Position Overview: 

Are you a compassionate communicator with a knack for problem-solving? We're looking for Client Care Agents (CCAs) to join our centralized client care team. As a CCA, you'll be the vital link between our clinics and clients, ensuring a seamless and positive experience for all. 

In this role, you'll manage a high volume of outbound calls, using your excellent communication skills to connect with clients and address their needs. You'll follow established scripts to meet call volume, service level, and booking targets, while also using your problem-solving abilities to handle any concerns that arise. Your goal will be to build strong relationships with clients, providing them with the support and information they need to feel confident and cared for. 

As a CCA, you'll work closely with our team to ensure that every interaction is handled with professionalism and empathy. You'll be responsible for maintaining patient confidentiality and upholding the highest standards of medical record keeping. Your ability to work independently and manage your time effectively will be crucial to your success in this role. 

This is a remote position, so you'll need a quiet workspace and reliable internet access. If you're passionate about helping others and have a background in customer service, especially in a veterinary setting, we want to hear from you! 

About Us: 

At VetStrategy, we're more than just a company—we're a community united by a shared passion for healthy animals and happy owners. Since our humble beginnings in 2006, we've grown into Canada's leading veterinary network, thanks to our unwavering commitment to three core promises: world-class veterinary care, a great place to work, and a force for good for our patients, people, and planet. 

Our founders, Orin Litman and Dr. Michelle Cutler, started with a vision to make a difference in the veterinary industry, and today, we continue to honor that vision by supporting practices across the country. We believe in innovation, engagement, and teamwork, and we embrace the uniqueness of each clinic we partner with. 

What You'll Do: 

• Handle a high volume of inbound and outbound calls efficiently and professionally. 
• Follow communication scripts to meet call volume, service level, and booking targets. 
• Identify and address client needs to ensure a smooth and satisfying experience. 
• Resolve client concerns with empathy and respect. 
• Build strong relationships with clients by providing exceptional customer service. 
• Collaborate effectively with team members and maintain patient confidentiality. 

What We're Looking For: 

• High school diploma required. 
• Previous customer service experience, preferably in a veterinary clinic. 
• Excellent verbal and written communication skills. 
• Knowledge of medical terminology and proficiency with PMS (preferably VetUp). 
• Ability to work independently and manage time effectively. 
• Genuine, friendly, and compassionate demeanor. 

Working Conditions: 

• This is a remote position, so you'll need a quiet workspace and reliable internet access. 

Why You'll Love Working With Us: 

• Relationship Focused: We build and maintain personal connections and trust in every interaction. 
• Collaborative: We value different perspectives and work together to find the best solutions. 
• Honest and Transparent: We speak the truth and support one another without fear of negative repercussions. 
• Humble: We're all in this together, with no room for ego or hierarchy. We appreciate and support each other. 
• Patient-Centric: Every decision we make is based on the impact on patient care, client service, and hospital teams. 

Ready to make a difference? Apply now and join our mission to support those dedicated to caring for animals! 

Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to careers@vetstrategy.com.