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Retention Agent

We are seeking a motivated and compassionate Retention Agent to join our team. As a Retention Agent, you will play a vital role in ensuring that our clients and their furry companions have an exceptional experience with us and continue to choose our services for their pet care needs. Your primary responsibility will be to build strong relationships with existing clients, address any previous concerns, and work towards retaining their loyalty to our business.

As a Retention Agent (RA), you will collaborate closely with Team Leads (TL) and Regional Sales Managers (RSM) to champion exceptional customer experiences and focus on retaining valuable customer relationships. In this role, you will be tasked with reaching out to former customers who haven’t engaged with us in the past 10-14 months, rekindling their connection with our services. Your main objective will be to facilitate the scheduling of new appointments for prior clients, ensuring they benefit
from regular annual check-ups and vaccination updates, as well as special sales initiatives. Your interactions will embody a “white-glove” concierge approach, elevating our client care standards. A strategic mindset, great communication abilities, and adept client management skills are essential for success in this position.

Responsibilities:

  • Client Relationship Management: Develop and nurture positive relationships with clients, understanding their needs and preferences regarding their pets' healthcare
  • Retention Strategy: Collaborate with the team management to develop and implement retention strategies to increase client bookings and build long-term loyalty
  • Communication: Proactively reach out to clients via phone, email, or other communication channels to inquire about their pet’s health and address any concerns
  • Education: Provide clients with information about our team’s services, preventive care, and wellness programs, emphasizing the benefits of continuing their pets’ care with us
  • Feedback Collection: Gather feedback from clients regarding their experiences, suggestions for improvement, and reasons for choosing our company, and communicate these insights to the management team
  • Appointment Scheduling: Assist clients in scheduling appointments, follow-up visits, and reminders for vaccinations, check-ups, and other medical procedures
  • Client Database Management: Maintain accurate and up-to-date client records and interactions using the company’s software systems
  • Collaboration: Work closely with the Booking Agents, Customer Support, and Medical Teams to ensure a seamless and unified client experience.

Skills and Qualifications:

  • Passion for Animals: Demonstrated love for pets and a genuine interest in their well-being
  • Customer Service Skills: Excellent communication and interpersonal skills with a customer-centric attitude
  • Empathy: Compassionate and empathetic approach when dealing with client concerns and challenges
  • Problem-Solving: Strong ability to identify issues, suggest solutions, and resolve conflicts
  • Organizational Skills: Results-oriented with strong analytical and organizational skills
  • Adaptability: Willingness to learn and adapt to new information and technologies in the veterinary field
  • Computer Literacy: Proficient in computer software; CRM management (Salesforce) and Google Suite experience a strong asset
  • Previous Experience: Prior experience in customer service, sales, or veterinary medicine (beneficial but not required)
  • Driven: Proven track record of successfully meeting and exceeding sales quotas
  • Communication Skills: Excellent ability to communicate clearly and effectively, both verbally and written
  • Availability: A variety of morning, afternoon, evening and some weekend shifts are required

Role Benefits:

  • Competitive hourly rate and performance-based incentives
  • Opportunity to make a positive impact on pets and their owners
  • Collaborative and supportive work environment
  • Growth Opportunities
  • 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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