Client Care Agent (Mars Veterinary Health)

Mars Petcare; Northern (KY); À distance; USD 26 000 - 43 000; Plein temps

Résumé du poste

Mars Petcare is seeking a Client Care Agent to join our remote team in the United States. You will handle client interactions across phone, chat, and email, assist with scheduling, billing questions, and general pet care inquiries, while upholding our service standards.

You will operate in a fast-paced environment, maintaining accuracy and empathy in every interaction, documenting activities, and contributing to team performance and client satisfaction.

Qualifications

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree preferred.
• Proven track record delivering high-quality client service in a fast-paced, multi-channel environment.
• 1+ year of experience in a client-facing role (contact center, retail, hospitality, healthcare, or similar).
• Experience in a high-volume, fast-paced service environment preferred.
• Familiarity with omnichannel communication (phone, chat, email) preferred.
• Experience using CRM systems, scheduling tools, or customer service platforms preferred.
• Strong written and verbal communication skills.

Responsabilités

• Live and exemplify Mars Five Principles.
• Client Interaction & Service Delivery across phone, chat, email, and digital channels.
• Handle high volumes of retention and growth contacts professionally and empathetically.
• Assist with appointment scheduling, service navigation, billing inquiries, and general pet care questions.
• Provide accurate, solution-oriented responses aligned with company standards.
• Resolve client issues end-to-end when possible and escalate as needed.
• Maintain detailed documentation of all client interactions in CRM and systems.
• Meet or exceed defined performance metrics and schedules.

Connaissances

Multitasking

Written communication

Verbal communication

Independent work

Formation

High school diploma or equivalent

Associate/Bachelor's degree

Outils

CRM systems

Scheduling tools

Customer service platforms

Description du poste

Full time

R-257182

Why This Role Matters:

The Client Care Agent is the frontline representative of the Contact Center, responsible for delivering high-quality, compassionate support to pet owners and internal partners across multiple communication channels. This role ensures clients can easily access care, resolve issues, and navigate services through efficient, accurate, and empathetic interactions.

Operating within a pod-based model, the Client Care Agent executes both retention and growth workflows, supporting client intake, scheduling, service resolution, and proactive outreach. This role is critical to delivering a consistent, seamless client experience while contributing to operational performance, client retention, and growth.

You Will:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.

• Client Interaction & Service Delivery

• Handle high volumes of retention and growth contacts across phone, chat, email, and digital channels in a timely, professional, and empathetic manner.

• Support clients with appointment scheduling, service navigation, billing inquiries, and general pet care-related questions using established workflows and systems.

• Deliver accurate, consistent, and solution-oriented responses aligned with company standards and protocols.

• Resolve client issues end-to-end where possible, escalating complex or sensitive cases appropriately.

• Maintain detailed and accurate documentation of all client interactions within CRM and operational systems.

• Operational Execution & Performance

• Meet or exceed defined performance metrics, including service levels, quality standards, productivity, and client satisfaction.

• Adhere to schedules, workflows, and processes to support efficient contact center operations.

• Navigate multiple systems and tools simultaneously to support effective service delivery.

• Support both retention (intake, troubleshooting, support) and growth (reminders, follow-ups, engagement) workflows as needed.

• Quality & Continuous Improvement

• Apply quality standards and communication best practices in every interaction.

• Incorporate feedback from quality monitoring, coaching, and training into daily performance.

• Identify recurring client issues, process gaps, or system challenges and provide feedback to leadership.

• Participate in pilots, process improvements, and new capability rollouts.

• Team Collaboration & Engagement

• Collaborate with peers, Shift Leads, and Team Leads to ensure consistent service delivery and knowledge sharing.

• Participate in team meetings, huddles, and ongoing training to maintain knowledge and performance.

• Contribute to a positive, accountable, and team-oriented environment.

• Other job duties as necessary.

Your Experience Should Include:

• High school diploma or equivalent is required.

• Associate’s or Bachelor’s degree is preferred.

• The ideal candidate will have a proven track record delivering high-quality client service in a fast-paced, multi-channel environment, with the ability to balance empathy, efficiency, and accuracy in every interaction.

• 1+ year of experience in a client-facing role (contact center, retail, hospitality, healthcare, or similar).

• Experience in a high-volume, fast-paced service environment preferred.

• Familiarity with omnichannel communication (phone, chat, email) preferred.

• Experience using CRM systems, scheduling tools, or customer service platforms preferred

• Strong written and verbal communication skills.

• Demonstrated ability to multitask and navigate multiple systems simultaneously.

• Ability to work independently in a remote or structured environment while contributing to team goals.

This Remote Position Requires:

• A hardwired internet connection with a minimum speed of 85mbs.

• A quiet, dedicated work space.

• May require working variable schedules, including evenings, weekends, and holidays.

Salary Range:

The starting pay rate for this role is $19.00/hour with opportunities for merit increases (salary range: $19.00 - $31.25/hour).

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Part of the Mars Petcare family of businesses, Mars Veterinary Health is a purpose-driven team of 70,000 passionate, pet-loving Associates spanning preventive, general, specialty, and emergency veterinary care. We set a standard for high-quality care delivered through millions of pet visits each year across 3,000 veterinary clinics worldwide. Together, we are dedicated to harnessing our combined knowledge, talent, and resources to lead the veterinary profession in making A Better World For Pets – and the people who care for them.