About the Role
As the first-ever Customer Care Advocate at Vetcor, you will have a hands-on, roll-up-your-sleeves opportunity. You will begin by working directly in the queue, supporting inbound call overflow, managing inbound and outbound call campaigns, and securing future wellness and treatment appointments at our veterinary practices and hospitals. In parallel, you will partner closely with the Contact Center Director to help build the framework for a high-performing call center, including documenting workflows and best practices, running and analyzing reports, scoring and reviewing call recordings, and identifying opportunities for continuous improvement.
This role is ideal for candidates who thrive in a customer-first environment, enjoy building something from the ground up, and are eager to take on increasing responsibility. As the Contact Center grows, there is strong potential for advancement into formal leadership positions for those who demonstrate operational excellence, coaching capability, and a passion for developing people and processes.
What you’ll do:
If you’re looking for a typical call center job, this isn’t it. Our Client Care Center (what we call our contact center) is much more than a call center. It is a group of driven, caring individuals with a shared goal: to care for our clients and their pets. We do this by advocating for every client who reaches out to us, ensuring they receive the service they deserve to support their pet’s care and their lives.
This is a full-time work-at-home role. Hours of operation will be 7:00 am - 7:00 pm central time. Our CCAs will work staggered shifts to cover these hours (8-hour workdays), so you can live in any time zone.
Client Care Advocate duties include, but are not limited to:
- Advocate for our clients through meaningful interactions across channels, including phone, email, text message, and social media.
- Use provided scripts and protocols to address client questions, confirm, schedule, and reschedule appointments, and support their pet’s care.
- Learn and navigate computer programs to look up records, book appointments, and communicate with clients, practices, and hospitals.
- Communicate client needs with our practices and hospitals via phone and email, ensuring each client is taken care of.
- Occasional reporting requirements, including tracking the number of calls answered or appointments booked.
You’ll love this job if you’re:
- Results-Driven: You love being given a specific goal and work hard to achieve the best results.
- Growth-Oriented: You appreciate constructive feedback and love to learn and improve. Your goal is to grow in your career.
- Outgoing and Caring: You enjoy talking to people and building genuine connections.
- A Strong, Confident Communicator: You gain trust and respect by effectively conveying and interpreting messages across varied platforms.
- A Collaborative Team Player: who helps build a friendly, supportive work environment.
The perks!
- Salary Range: $18-$20/hr
- Best-in-Class Training: You’ll receive hands-on, detailed training to propel your growth, plus daily coaching to consistently enhance your performance.
- Development & Growth: There are many opportunities for growth within the team and organization. Many of our current leaders started out in other positions at Vetcor!
- Comprehensive Benefits including Paid Time Off (PTO), Medical, Dental, Vision, Disability, Life, 401(k) and more. We also offer employee discounts!
- Enjoyable Work Environment: We work from home but make it a point to stay connected with a positive and fun workspace. You’ll be a part of a friendly, supportive team who wants you to succeed!
Basic Qualifications
- 1-3 years of customer service required, veterinary hopsital experience preferred
- High School diploma or equivalent
- Excellent written and verbal communication skills
- Intermediate computer experience
Preferred Qualifications
- Bilingual (English/Spanish)
- Intermediate knowledge of services and procedures
- Proven record of success in customer service or sales
Join a team of compassionate, outgoing, growth-oriented individuals who enjoy making a difference in our clients’ lives and growing in their careers.
