VCA Canada is currently welcoming a Call Centre Agent to join our team. VCA Canada Animal Hospitals is a family of over 150 small animal veterinary practices located across 6 Canadian provinces. Our team of over 4,000 Associates provides our communities with general, emergency, and specialty services in our practices, offering compassionate care for pets and their families. Our purpose of caring for life’s greatest companions is felt in every part of the VCA Canada experience, whether it is our patients, our clients, our team members, or our communities.
Opportunity
The ideal candidate will be responsible for answering calls from prospective and current VCA Canada clients (pet owners), who are seeking to schedule or change appointments, check in for their existing appointments or get answers to their general questions.
The primary responsibility of the Agent is to provide a high-quality experience to callers as they answer their questions and book appointments at their chosen hospital. Solid communication skills are required.
Key Responsibilities:
Field calls from prospective clients in a timely and friendly manner
Encourage appointment scheduling and ensure client satisfaction by utilizing established call scripts
Schedule client appointments efficiently while providing a high-quality experience
Transfer calls and send messages to hospitals, as needed, to ensure callers’ needs are met
Provide feedback to management on the call management tool, protocols, script and client reception with an intent to improve operations
Manage a high volume of inbound and outbound calls and use of SMS/Texts
Multi-tasking with the use of different programs and navigating across a range of tech platforms
Qualifications:
Minimum 1 year of experience in the Veterinary Industry preferred
Minimum 1 year of Call Centre experience preferred
Passion for pets and pet care
Passion for client experience, and for making every client feel important and valued
Ability to deal with client questions with patience and understanding
Excellent problem-solving skills are essential
Strong communication skills, especially phone communication skills
Excellent interpersonal skills
Comfort working with a laptop and basic typing skills
Ability to learn quickly
Availability to work full-time hours in an in-hospital arrangement, including weekend and evening shifts
Effective working with deadlines and multiple priorities
Strong organizational skills
What we can offer you!
A caring culture of Wellness and Appreciation!
Employer match (5%) group RRSP plan - Planning for your future just got easier with VCA Canada!
Access to amazing mini courses
Membership and dues
Wellness days, sick days, and vacation time
Employee assistance program
Generous Continuing Education benefits; paid to learn!
Referral Bonus Rewards
E-tools to assist with meditation, better sleep, exercise, and focus
Virtual health care (telemedicine) offers quick access to quality care
Annual uniform allowance
Generous personal pet care discounts
And extra rewards like shopping discounts and cool wellness apps!
Our Story
VCA Canada is a network of veterinary hospitals, with our head office in Calgary, Alberta, committed to positively impacting pets, people, and local communities for nearly 45 years. We have compassion for the neighbourhoods we serve and every pet within them, not just those we see in our hospitals. Every VCA Canada hospital location takes pride in its legacy of excellence, earning the trust of pet owners by delivering the highest quality of medicine to keep pets happy and healthy.
In 2017, VCA Canada became part of the Mars Veterinary Health family of brands, solidifying an even stronger commitment to ensuring the strength and stability of the veterinary profession and our commitment to pet parents nationwide. VCA Canada is also passionate about providing an industry-leading Associate experience to over 4,000 Canadians employed across the country. In 2026, for the third year in a row, we were named one of Alberta's Top Employers, which recognizes organizations whose head offices are located within the province and lead their industries in offering exceptional places to work. Additionally, we were selected as one of Canada's Top Employers for Young People 2026, which recognizes employers across Canada that lead their industries in offering exceptional places to work and programs for young people starting their careers
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If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.
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VCA Canada Animal Hospitals is a family of over 150 small animal veterinary practices located across 6 Canadian provinces. Our team of over 4,000 Associates provides our communities with general, emergency, and specialty services in our practices, offering compassionate care for pets and their families. Our purpose of caring for life’s greatest companions is felt in every part of the VCA Canada experience, whether it is our patients, our clients, our team members, or our communities.