Job Overview

We are seeking a compassionate, dependable, and personable Customer Support Representative to join our team. In this role, you will serve as the primary point of contact for our clients, providing exceptional service and support to ensure customer satisfaction. Your empathy, patience, and communication will help create a supportive experience.

The ideal candidate will possess excellent English communication skills, a problem-solving mindset, and experience in a veterinary environment. Being comfortable discussing, witnessing, and even occasionally assisting in pet euthanasia, and the ability to support and assist with grieving pet families is a requirement. This position offers an opportunity to work in a dynamic environment where your contributions directly impact client wellbeing and overall company reputation.

Responsibilities

- Respond promptly and professionally to customer inquiries via phone, email, or text message and maintain organization and precision while managing multiple tasks simultaneously
- Provide explicit, compassionate, and accurate information regarding products and services
- Assist customers with troubleshooting and resolving product or service-related problems in a calm and supportive manner
- Document customer interactions thoroughly and accurately
- Collaborate with internal teams to ensure timely resolutions to more complex issues
- Maintain a high level of product and service knowledge to effectively support clients' needs
- Follow up with customers to ensure they feel supported
- Contribute to continuous improvement initiatives by providing feedback on common customer concerns
- Work closely with our veterinary team to coordinate their routes and appointments and assist them on the road if needed.
- Providing occasional home deliveries
- Participate in virtual and in-person staff meetings




- Visit veterinary clinics and other pet-related businesses in the area to provide marketing materials and to discuss services
- Social Media Marketing (Instagram and Facebook)
- Participating in presentations to the public and pet expos

Requirements

- Proven experience in customer support or service roles; veterinary industry or healthcare, +/- grief support experience is highly desirable. Applicants with experience in the veterinary industry will be prioritized.
- Excellent verbal and written communication skills (English) are mandatory
- Strong problem-solving abilities and attention to detail
- Ability to handle multiple inquiries simultaneously while maintaining professionalism
- Familiarity with CRM software and basic computer applications and experience with social media marketing - reels, posts, stories and content creation
- Ability to work independently and as part of a team in a fast-paced environment
- Valid Driver's license and own tranportation to Puslinch, Ontario for training and in-person responsibilities.
- High school diploma or equivalent; additional education or certifications encouraged
- Quiet, private, and secure home office space without any distractions for 10-12 hours
- Ability to work weekdays, evenings, weekends, and stat holidays
- Stamina to work 10-12 hour shifts at a computer

This role is vital in fostering positive relationships with our clients through effective communication and support. We value proactive individuals who are committed to delivering outstanding service and contributing to our company's success. Pay: From $22.00 per hour

Expected hours: 15.0 – 20.0 per week

Benefits

- Work from home

Application question(s):
- Do you live within 20km of Guelph, ON
- Do you have experience working in a veterinary clinic?

Work Location: Hybrid remote in Puslinch, ON

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