Remote Care Coordinator

Bond Vet is on a mission to strengthen the human-animal bond through better pet care. We offer primary and urgent care, so we’re there for pets when they need us most. Our clinics are designed with pets and people in mind: warm, friendly, and highly sniffable. We balance this design with a strong focus on technology, all built in-house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience.

Our Virtual Care Coordinators provide an amazing experience to both clients and pets when they contact Bond for care. You’re the first touchpoint for our clients so you’ll use hospitality and tact to ensure our clients are supported throughout their interaction with Bond.

Schedule: 5 days a week, 8-hour shifts; up to 2 weekends per month required based on staffing needs

• Shift Times (EST): 8am-5pm

*We are currently considering applicants from the following states: VA, TX, GA, NC, NJ, NY, FL, CT, MA, IL, MD, DC, and PA*

Laptop provided

Benefits: Accrual of Paid Sick Leave

What You’ll Do:

• Provide a top-notch client experience while answering a high volume of incoming calls from existing and prospective clients to address inquiries related to scheduling appointments, services offered, and general pet care and clinic information
• Triage and route calls to virtual nurses or clinic team members if needed (this may be over 100 calls a day!)
• Assist with various administrative tasks such as clinic reschedules
• Utilize multiple programs and platforms to document client interactions such as Zendesk and Vetspire
• Utilize Slack and Google platforms to communicate with our virtual nurses and clinic team members (including in-clinic Care Coordinators, Nurses, and DVMs)

You Have:

• Previous experience of at least 1 year in a high-volume call center environment, with a proven track record of handling inbound and outbound calls in the health industry.
• Strong ability to manage and prioritize a significant volume of emails on a daily basis.
• Proficiency in call routing and effective communication with team members to ensure seamless client interactions
• Experience with administrative tasks, including appointment scheduling and rescheduling.
• Familiarity with using customer relationship management (CRM) software such as Zendesk and Vetspire.
• Comfortable using communication platforms like Slack and Google to liaise with remote team members and clinic staff.
• Excellent active listening skills to ensure client needs are met effectively and efficiently.
• Ability to handle a dynamic and fast-paced work environment while maintaining a high level of professionalism and customer service.
• Strong organizational skills and the capacity to meet and exceed call and email performance goals.
• Dedication to delivering exceptional client experiences and ensuring client satisfaction at all times.
• Comfortable being online and available for taking calls for 8-9 hours per shift.
• Previous experience in answering 90+ calls per shift.
• Access to a quiet working space to ensure clear and professional communication during calls

We Offer:

• Sick Time for and discounted Bond Vet services for pets
• Dedication to your financial future: Competitive pay: starting pay range is $16-18/hr depending on experience
• A place to grow: culture that is centered in learning and development, career pathing, mentorships, empowerment and trust