Customer Experience Coordinator

Vetster; Ontario; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative firm in the veterinary telemedicine space is seeking a credentialed Veterinary Technician to enhance their Customer Experience team. This remote position requires strong communication skills and a passion for animal care. You will engage with pet parents through live chat, assessing symptoms and providing teletriage services while ensuring a seamless experience for both veterinary partners and clients. If you thrive in a dynamic environment and are eager to contribute to a mission-driven company that is redefining veterinary care, this role is perfect for you. Join a team that values flexibility, organization, and a commitment to exceptional service.

Qualifications

• Successful completion of the VTNE and in good standing with licensing board.
• Excellent communication skills and ability to work independently.

Responsibilities

• Screen patients remotely and provide teletriage services.
• Onboard new veterinary partners and manage appointments.

Skills

Veterinary Technician National Examination (VTNE)

Excellent verbal communication

Excellent written communication

Interpersonal skills

Problem solving

Attention to detail

Flexibility

Client facing experience

Education

Registered Veterinary Technician

Tools

Hubspot

Live-chat software

Job description

Vetster is looking for a credentialed Veterinary Technician to join our Customer Experience team, reporting to the Customer Experience Director.

* Please note, we are only accepting applications from Registered Veterinary Technicians at this time. *

Vetster is the world’s most advanced marketplace for veterinary telemedicine. We connect pet parents with licensed veterinary professionals for virtual care by means of video, voice, or text chat. Pet parents can receive advice, care, diagnosis, and the fulfillment of prescription medication, right from the comfort of home. Veterinary professionals choose Vetster for our sleek, easy to use product. Veterinarians set their own rate, set their own hours, and work as much or as little as their schedule permits.

Today, thousands of pet parents have tried Vetster for the convenience of quality medical care offered through our unparalleled platform experience. Vetster is changing how the world “sees” its vet, and we couldn’t be more proud of our mission.

About the Role

You will communicate primarily via our live-chat app, to screen patients remotely and provide teletriage services, appropriately escalating appointments to our online veterinarians. You will also offer pre & post appointment support to both our veterinary partners and pet parents in our general support channel. This is a remote role, and evening and weekend availability is required. We are currently looking to hire a team member to support the later shift, either 12PM-10PM or 1PM-11PM (all shifts are 10 hours).

Responsibilities:

• Screen patients remotely, assess symptoms
• Provide teletriage services, determine how urgent the client’s concern is and how quickly veterinary care is needed
• Become a Vetster product expert and understand the support needs of both our veterinary partners and pet parents
• Appointment management
• Onboard new veterinary partners
• Demonstrate problem solving and decision making in real-time
• Complete additional projects and assigned tasks when required

Required skills and experience:

• Successful completion of the VTNE
• In good standing with licensing board
• Availability to work evenings, weekends & holidays
• Excellent verbal & written communication and interpersonal skills
• Self-starter with distinct attention to detail and flexibility to handle diverse tasks
• Hyper organized; as a startup, there are many moving parts to juggle - the successful candidate will not only be comfortable with, but will thrive within an environment of ambiguity, competing priorities, and tight deadlines
• Technologically savvy - able to quickly learn new software & programs, familiarity with Hubspot and live-chat is an asset
• Self-sufficient - ability to work independently and remotely
• Most importantly - a passion for the mission of Vetster!

*Client facing experience is an asset*

Accommodations:

Vetster welcomes and encourages applications from everyone! We are committed to accommodating candidates in ways that will make them comfortable and successful throughout the hiring process - both physically and mentally. These accommodations are available at every stage of the application process upon request.