Client Care Agent (Mars Veterinary Health)

Mars Veterinary Health•Washington, NJ

3d•$19 - $32•Remote

About The Position

Mars Veterinary Health is part of the Mars Petcare family of businesses, a global network of veterinary practices. The Client Care Agent is a frontline representative of the Contact Center, providing high-quality, compassionate support to pet owners and internal partners across phone, chat, email, and other digital channels. The role helps clients access care, resolve issues, and navigate services through accurate, efficient, and empathetic interactions. Working within a pod-based model, the agent supports retention and growth workflows, including client intake, appointment scheduling, service resolution, reminders, follow-ups, and engagement. The role contributes to a consistent client experience, operational performance, client retention, and business growth. The position is remote in Washington and may require variable schedules, including evenings, weekends, and holidays.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a client-facing role, such as contact center, retail, hospitality, healthcare, or a similar setting.
Strong written and verbal communication skills.
Ability to multitask and navigate multiple systems simultaneously.
Ability to work independently in a remote or structured environment while contributing to team goals.
For the remote position, a hardwired internet connection with a minimum speed of 85 Mbps and a quiet, dedicated workspace are required.

Nice To Haves

Associate’s or Bachelor’s degree.
Experience in a high-volume, fast-paced service environment.
Familiarity with omnichannel communication, including phone, chat, and email.
Experience using CRM systems, scheduling tools, or customer service platforms.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Handle high volumes of retention and growth contacts across phone, chat, email, and digital channels in a timely, professional, and empathetic manner.
Assist clients with appointment scheduling, service navigation, billing inquiries, and general pet care-related questions using established workflows and systems.
Provide accurate, consistent, and solution-oriented responses in alignment with company standards and protocols.
Resolve client issues end-to-end when possible and escalate complex or sensitive cases appropriately.
Document client interactions accurately and in detail within CRM and operational systems.
Meet or exceed performance metrics for service levels, quality, productivity, and client satisfaction.
Follow schedules, workflows, and processes to support efficient contact center operations.
Navigate multiple systems and tools simultaneously to deliver effective service.
Support retention workflows, including intake, troubleshooting, and support, as well as growth workflows such as reminders, follow-ups, and engagement.
Apply quality standards and communication best practices to every interaction.
Incorporate feedback from quality monitoring, coaching, and training into daily performance.
Identify recurring client issues, process gaps, and system challenges and provide feedback to leadership.
Participate in pilots, process improvements, and new capability rollouts.
Collaborate with peers, Shift Leads, and Team Leads to ensure consistent service and share knowledge.
Participate in team meetings, huddles, and ongoing training.
Contribute to a positive, accountable, and team-oriented environment.
Perform other job duties as necessary.

Benefits

Paid time off and holidays.
Medical, dental, and vision insurance.
Fertility and family-building assistance.
Paid parental leave.
Practice-paid basic life insurance.
Practice-paid short- and long-term disability.
Automatic enrollment in a 401(k) savings plan after 60 days, with a company match.
Commuter benefits.
Legal plan.
Health Savings Account and Flexible Spending Account.
Mental health support and resources.
Paid volunteering.
Optimum Wellness Plans® for up to three pets.
Continuing education allowance and MED hours for eligible positions.
Student debt relief for full-time DVMs.
Discounts including Mars, PetSmart, Royal Canin, fitness, and cellular discounts.