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Booking Agent

The Booking Agent (BA) will work alongside the Sr. Booking Agents (SBA) and Team Leads (TL) to focus on providing a great customer experience and overall focus on the performance of the Sales Department’s metrics. This role will work closely with the Senior Booking Agents to optimize the medical team’s schedules. A primary responsibility of this role will be confirming client appointments while doing a basic triage of the pet and assisting the team in ensuring schedules are filled by scheduling new bookings for both new and returning clients, along with signing clients up with our Total Wellness Plan. Booking Agents will provide client care by offering “white-glove” concierge service during every client interaction. Communication skills, strategic thinking, and client management are necessary for role excellence. 

This role will assist in monitoring inbound client requests, and use our Waitlist and other tools provided to meet the daily fill rate demands; providing detailed updates for our Medical Teams to ensure alterations are communicated, understood and updated. 

 

Responsibilities:

  • Managing incoming and outgoing client calls/SMS/Emails 
  • Processing Veterinarian bookings of qualified clients using a combination of Salesforce CRM and our Online Booking System
  • Selling and signing clients up with our Total Wellness Plan
  • Ask probing questions to understand client needs and determine upsell opportunities
  • Ability to work independently and be self-motivated to meet and exceed sales goals
  • Responding promptly to client inquiries and tracking needed follow-ups
  • Act with a sense of urgency, but also treat the client with a concierge-type service level  
  • Being able to determine when the call is an emergency or a regular veterinarian visit request (with training) 
  • Assisting clients with escalations to both the medical team and Customer Support as needed
  • Keep detailed records of client interactions, comments, and complaints
  • Communicating and coordinating with colleagues and field teams as necessary 
  • Maintaining a positive, empathetic, and professional attitude toward clients at all times
  • Opportunity to make the world a better place for pets

Skills and Qualifications:

  • Previous call center experience as a sales representative or other sales/client service roles essential
  • Previous veterinary or pet industry experience is a plus but not necessary
  • Proven track record of successfully meeting and exceeding sales quotas
  • Excellent ability to communicate clearly and effectively, both verbally and written
  • Results-oriented with strong analytical and organizational skills
  • Proficient in computer software; CRM management and Google Suite experience a strong asset 
  • Shift work and some weekend shifts are required

Role Benefits:

  • Growth Opportunities 
  • Hourly Role + Commission Plan
  • Full Benefits after a 30-day probationary period 
  • 2 weeks paid vacation + Stat Holidays
  • Team lunches, events and more

Compensation:

  • $20/hr CAD 
  • $16-17/hr USD
  • Commission Plan
  • Total compensation to target $45-50,000 USD / $54-59,000 CAD 

We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something different than what’s already out there. So – let’s meet.

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