The Virtual Call Center Agent is responsible for answering calls from prospective and current VCA clients (pet owners), who are seeking to schedule or change appointments, check in for their existing appointments, or get answers to their general questions.  Agents work from home, for 30-40 hours a week. 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

Compensation is negotiable based on education, experience, and other relevant credentials. ' US base hourly range for this full-time position is $15.77-$23.65 / Hourly. Our hourly ranges are determined by role, level, and location. Your recruiter can share more about the specific hourly range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base hourly range only.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com