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Senior Care Representative

About Us:

Launched in 2021, The Vets is redefining the veterinary industry because we believe healthy pets start with happy vets. Providing an alternative option to brick-and-mortar veterinary clinics, The Vets has introduced a new at-home service offering high-quality, fear-free care for pets, and a better quality of life for our unsung heroes – our veterinarians. Marrying state-of-the-art technology with a concierge approach to pet care, The Vets delivers a world-class experience for vets, pets and pet owners. The Vets currently operates in 16 US markets, has serviced over 35,000 pets and achieved a 3x higher NPS score than traditional veterinary services.

About the Role:

The SCR is responsible for providing medical triage and assisting with medical questions -such as medications, Urgent Care decisions, and gathering details needed to support our field teams. The SCR is assigned support tickets from our website and other programs, which could include prescription and pharmacy requests, updates to documentation, or communication needed from the medical team. The SCRs work with field teams to provide Health Certificates to customers upon request. SCRs manage diagnostic results and assist with third-party external pharmacy requests.

In addition, Quality of Life calls – some of the most sensitive customer communications – are assigned by the online booking system and inbound calls to SCRs. For Quality of Life calls, the SCRs discuss the process with customers, answer customer questions, gather the appropriate information, and schedule appointments for our medical teams.


  • Responding promptly to customer inquiries, support tickets, and tracking items needing follow-ups
  • Processing Veterinarian requests and communications for customers
  • Act with a sense of urgency, but also treat the customer with a concierge-type service
  • Keep detailed records of customer interactions
  • Use critical thinking skills and ask probing questions to understand customer issues and determine how best to resolve customer issues (internally and externally) 
  • Medical Record collection for internal and external requests
  • Communicating and coordinating with a high level of detail to internal colleagues and field teams as necessary 
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Ability to work independently and be self-motivated
  • Engage with customers through inbound and outbound calls 
  • Engage with customers through feedback-driven programs 
  • Being able to handle multiple tasks and request with efficiency and professionalism
  • Opportunity to make the world a better place for pets

Skills and Qualifications:

  • Certified Veterinary Technician with at least 3+ years of experience
  • Excellent customer service and client communication skills
  • Prior call center customer service experience is a must
  • Proficiency in working with PCs, Microsoft Office, and common software applications
  • Must be able to work efficiently independently or in a group
  • Must be able to handle multiple unrelated tasks simultaneously – multitasking is a must
  • Demonstrate exceptional practical problem-solving skills and an ability to effectively interpret and process various instructions and requests in oral, written, and diagrammatic forms. 
  • Results-oriented with strong analytical and organizational skills
  • Shift work and weekend shifts are required

Salary & Benefits:

  • Full benefits after a 30-day probationary period
  • RRSP Contribution plan
  • PTO + paid Stat Holidays
  • Team lunches, events and more

**This is a hybrid position. Candidates will be required to come into the London, ON office 3 days per week**

The Vets is committed to hiring the best team possible to build the future of pet care . The Vets provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and national origin.

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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Ready to do something amazing together? Let's talk.

Ready to do something amazing together?
Let's talk.

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