What are the responsibilities and job description for the Customer Support, Virtual Care position at Petfolk?
Join us on our journey to transform pet care and improve the health and happiness of pets, pet parents, and veterinary caregivers. Our goal is lofty and requires confident, friendly, resilient professionals dedicated to making a difference in all the lives they touch each and every day.
Petfolk is recreating the veterinary journey from the ground up with technology and design at the very center. We’re revolutionizing how we work and take care of pets with beautifully crafted physical and digital spaces. We are bringing together people with the biggest hearts and brightest minds to make pet care the way we dreamt it could be.
Virtual Customer Support plays an integral role in the success of the practice and is expected to champion Petfolk’s core values while assisting the team in meeting the goals of the pet care center. Virtual Care Support team members ensure high-quality patient care and exceptional customer experience.
Virtual Customer Support team members will work directly under the supervision of the Sr. Director of Virtual Support. The Customer Support team member must be comfortable with interacting with customers and medical teams across multiple channels including text, phone, and email.
Requirements
- 1 year Customer Service experience in Veterinary Medicine
- Ability to sit or stand for prolonged periods at a time
- Expected to have a home office or quiet space free from noise or distractions in your home
- Expected to be at a desk, ready to engage with a customer during entire shift
- Must have high speed reliable internet
- Must be willing to work weekend shifts
- Must be willing to work EST time zone
- Must live in one of the following states: AZ, FL, GA, NY, NC, SC, KS, TN or TX
Nice To Have(s):
- Vetspire experience
- Gladly experience
Competencies
- Able to work independently and efficiently in a fast-paced, start-up environment.
- Comfortable with technology and accessing multiple applications remotely to perform duties
- Experience using electronic medical record, CRM platforms such as Gladly, Slack, and Google Suite
- Excellent verbal and written communication skills - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Responsible for answering calls, texts, and emails for all basic inquiries. (Booking appointments, directions, general questions). This position will not be required to answer any medical questions
- Transfer all medical questions to TeleAdvice Support team members.
Our team is our most important asset. We're committed to caring for them with the same standards we have for pets and their people. Petfolk proudly offers a robust benefits package, including Equity Compensation for all employees. See full details on our Careers Page.
