Remote Customer Experience Associate

ABC Animal Hospital; New York (NY); Remote; USD 35,000 - 55,000; Full time

Job summary

A leading animal hospital is seeking a Remote Customer Experience Associate to enhance client interactions and ensure exceptional virtual support for pet owners. Responsibilities include managing inquiries, appointment coordination, and assisting with digital engagement efforts. This role requires strong communication skills and a commitment to providing excellent service in a fast-paced environment, offering a competitive salary and remote work options.

Benefits

Competitive pay

Remote work schedule

401(k) or retirement plan with employer contributions

Paid training and onboarding support

Opportunities for internal growth and advancement

Access to employee discounts on veterinary services and products

Paid sick leave and holiday time

Qualifications

• 0-2 years of experience in customer service, call center, or administrative support role.
• Strong written and verbal communication skills required.
• Comfortable with phone-based and online communication tools.

Responsibilities

• Respond to client inquiries via phone, email, and chat.
• Assist with appointment scheduling, cancellations, and rescheduling
• Document client interactions accurately in veterinary management software.

Skills

Communication

Empathy

Multitasking

Detail-oriented

Tech-savvy

Education

High school diploma or equivalent

Some college or veterinary/animal care background

Tools

CRM systems

Appointment scheduling systems

Job description

We are currently seeking a Remote Customer Experience Associate to join our team. In this role, you will serve as the primary point of contact for pet owners, providing outstanding virtual support through phone, email, and live chat. This is an excellent opportunity for someone with strong communication skills, a passion for animals, and a commitment to delivering exceptional service from a remote setting.

Key Responsibilities

• Respond to client inquiries in a timely, professional, and empathetic manner via phone, email, and chat.

• Assist with appointment scheduling, cancellations, and rescheduling across multiple providers and locations.

• Guide new clients through the onboarding process, including digital forms and service explanations.

• Help clients access prescription refills, health records, and post-visit instructions.

• Document client interactions and updates accurately in our veterinary management software.

• Collaborate with veterinary staff to ensure continuity of care and proper communication of time-sensitive information.

• Resolve client concerns and escalate complex issues to supervisors when necessary.

• Support digital engagement campaigns, such as reminders, feedback requests, and educational outreach.

Qualifications

• High school diploma or equivalent required; some college or veterinary/animal care background is a plus.

• 0–2 years of experience in customer service, call center, or administrative support role.

• Strong written and verbal communication skills.

• Comfortable with phone-based and online communication tools.

• Detail-oriented, empathetic, and able to multitask effectively in a fast-paced virtual environment.

• Tech-savvy and familiar with using CRM or appointment scheduling systems.

• Must have a reliable internet connection and a quiet workspace.

What we offer:

• Competitive pay

• Remote work schedule

• 401(k) or retirement plan with employer contributions

• Paid training and onboarding support

• Opportunities for internal growth and advancement

• Access to employee discounts on veterinary services and products

• Paid sick leave and holiday time