Location: Canada In-Hospital

Employment Type: Full Time

Business Unit:  General Practice & Specialty Services

Reports to:  VCA US Client Experience Department

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. Agents will work in-hospital.

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 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 call management tool, protocols, script and client reception with an intent to improve operations
• Manage high volume of inbound and outbound calls and use of SMS/Texts
• Multi-tasking with use of different programs and navigating across a range of tech platforms

Qualifications:

• Minimum 1 year experience in 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 a 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) offering quick access to quality care
• Annual uniform allowance
• Generous personal pet care discounts
• And extra rewards like shopping discounts and cool wellness apps!

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.