Remote Client Care Agent — Pets & Client Success

Mars Petcare; Northern (KY); Remote; USD 26,000 - 43,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Multitasking

Written communication

Verbal communication

Independent work

Education

High school diploma or equivalent

Associate/Bachelor's degree

Tools

CRM systems

Scheduling tools

Customer service platforms

Job description

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.