Pet Parent Experience Lead (Client Concierge)

Chewy; Miami (FL); On-site; USD 32,000 - 45,000; Full time

Job summary

Chewy Vet Care in Miami is hiring a full-time Client Concierge to join our veterinary care practice team. You will be the first point of contact, delivering a welcoming experience and supporting veterinarians, technicians, and staff with outstanding service.

You will manage patient intakes, handle phone communications, and use our Practice Information Management System (PIMS) to document updates and care instructions. A compassionate, fast-paced, team-oriented demeanor is essential.

Qualifications

• 1-2 years working in a customer-focused environment, veterinary preferred.
• Strong ability to connect with clients and demonstrate empathy and compassion.
• Excellent social, verbal / written communication, observational, and analytical skills.
• Passionate about helping people and pets with empathy and excellent customer service focus.
• Thrives in a fast paced, self-starter environment.

Responsibilities

• Serve as Chewy Vet Care’s first point of support by creating a welcoming experience that sets the standard for exceptional service.
• Focus on embodying the Chewy Vet Care culture to work collaboratively with peers and deliver the pet parent WOW experience.
• Manage all patient intakes and front-end client-facing interactions with empathy and professionalism.
• Assist pet parents with medical care information and resolve issues promptly.
• Handle incoming/outgoing calls with high quality, accuracy, and compliance.
• Document client communications and care updates in the Practice Information Management System (PIMS).
• Ensure medical records, contracts, consent forms, and authorizations are completed and filed.
• Follow SOPs and SOCs.

Skills

Customer service

Communication

Empathy

Team collaboration

Tools

PIMS

Job description

Chewy Vet Care in Miami is hiring a full-time Client Concierge to join our veterinary care practice team. You will be the first point of contact, delivering a welcoming experience and supporting veterinarians, technicians, and staff with outstanding service.

You will manage patient intakes, handle phone communications, and use our Practice Information Management System (PIMS) to document updates and care instructions. A compassionate, fast-paced, team-oriented demeanor is essential.