Client Service Representative, Wellness

National Veterinary Associates; United States; On-site; USD 22,041 - 27,552; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with employer match

Paid time off

Job summary

National Veterinary Associates is seeking a Wellness Plan Specialist to deliver friendly, professional service for wellness plan communications and renewals across multiple hospitals. The role requires independent work, strong telephone etiquette, and a commitment to client care, with opportunities to coach and support site teams.

The position emphasizes accurate documentation, timely problem-solving, and the ability to meet performance goals in a collaborative, pet-loving environment.

Qualifications

• High school diploma is required.
• 5+ years in a call center or office setting.
• Quality client service and professional work ethics.
• Accurate, detailed multi-tasker with basic math skills.
• Proficient in Microsoft Office and Excel; strong time management and problem-solving.

Responsibilities

• Provide concise, friendly service through outbound calls for multiple veterinary hospitals.
• Wellness plan communications and renewals.
• Educate clients on preventive animal care (vaccines, testing, dentistry).
• Schedule veterinary appointments using AVImark.
• Maintain client, patient, and accounting records in software; assist with payments.

Skills

Customer service

Communication

Time management

Problem solving

Multitasking

Adaptability

Objection handling

Education

High school diploma

Tools

Cornerstone/Idexx Petly Software

CXOne

Smartsheet

QuickBase

Windows PC applications

Job description

Our Client Service Center is on the lookout for friendly, dedicated, hardworking, punctual and compassionate team players to join our team. The position will require an ability to work independently, and with a team as a Wellness Plan Specialist.

Who We Are: National Veterinary Associates is one of the largest private owners of freestanding veterinary hospitals, pet resorts and specialty pet hospitals in the United States, Canada, Australia and New Zealand. Each general practice hospital, specialty hospital and pet resort operate under their own brand. With rapid annual growth through acquisition, NVA needs people with the ability and knowledge to manage the operation today, and tomorrow scale to support a much larger and complex organization. A cornerstone of the NVA culture is a servant leadership approach to our business, our hospitals, our pet resorts and our teams. We find people who exemplify the same servant leadership approach are best suited for NVA. We are a community dedicated to the love of animals and the people who love them.

Position Responsibilities

• Provide concise, friendly service through outbound calls on behalf of multiple veterinary hospitals
• Wellness plan communications and renewals
• Effective communication (written and verbal) with strong closing skills
• Educate clients on animal preventive care including vaccines, lab testing, dentistry
• Schedule veterinary appointments using AVImark
• Review and update client, patient, and accounting in software
• Payment collection on outstanding debt
• Ability to troubleshoot and provide solutions
• Accurately complete document updates each shift
• Work independently in a friendly and supportive environment
• Provide excellent client service and telephone etiquette
• Achieving performance goals
• Coach and provide feedback to our support sites
• Other duties/projects as assigned

Qualifications

• High school diploma
• 5+ years call center/office
• Quality client service
• Professional work ethics
• Accurate, detailed multi-tasker
• Basic math skills
• Proficiency in Microsoft Office and Excel
• Time management and problem-solving skills
• Ability to overcome objections
• Adapt to changing environment
• Goal oriented and easily motivated
• Must be able to work at a computer for long periods of time, which includes keyboard and mouse

Preferred Experience

• Wellness Plans
• Veterinary or healthcare
• Cornerstone/Idexx Petly Software
• CXOne Contact System
• Smartsheet
• QuickBase
• 1-2 years account receivable or collection experience
• Windows PC applications
• 40+ WPM

Hours and Compensation

• Start Date: 10/19
• Training Shift: 7:00am - 3:30pm PT M-F
• Full-Time Shift: Similar to training shift
• Hourly Rate: $16 - $20/hr
• Status: Non-Exempt (hourly) with benefits
• Note: Rate of Pay DOE and position

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

• We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.