Client Care Specialist

JOB TITLE:

LOCATION & SCHEDULE:

COMPENSATION:

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

The Client Support Specialist is responsible for managing a variety of inbound and outbound contacts from prospective and current VCA clients (pet owners) across multiple communication channels. This remote role supports clients in accessing care and services for their pets—whether that involves scheduling appointments, answering questions, or resolving service-related needs. The Specialist delivers a high-quality, compassionate experience by meeting clients where they are and helping them navigate their pet care journey with ease and confidence.

This role operates in a fast-paced, client-focused environment and requires strong communication, empathy, and problem-solving skills. The Client Support Specialist collaborates with contact center peers, field teams, and cross-functional partners to ensure seamless service delivery and a consistent client experience across VCA.

You Will:

Client Interaction & Support:

• Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner.
• Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols.
• Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience.
• Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery.

Feedback & Continuous Improvement:

• Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
• Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
• Participate in pilot programs and contribute to process improvement initiatives.
• Feedback & Continuous Improvement
• Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
• Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
• Participate in pilot programs and contribute to process improvement initiatives.

Your Experience Should Include:

• High school diploma or equivalent
• 1+ year in a client-facing role such as hospitality, retail, customer service, or contact center
• Experience in a veterinary, healthcare, or pet care environment preferred.
• Proficiency with common digital tools and platforms, including web-based applications, email, and customer service software.
• Comfortability navigating multiple systems simultaneously in a fast-paced environment.
• Ability to troubleshoot basic technical issues independently and maintain productivity in a remote work setting.
• Ability to read, write, and speak English. Multi-Lingual a plus.
• Strong communication and interpersonal skills preferred.
• Ability to work independently in a remote environment while contributing to a collaborative team culture preferred.
• Demonstrated empathy and client service mindset preferred.
• Experience in a service-oriented or call center environment preferred.
• Familiarity with scheduling systems, CRM tools, or client engagement platforms preferred.

This Remote Position Requires:

• A hardwired internet connection with a minimum speed of 85mbs.

• A quiet, dedicated work space.

• May require working variable schedules, including evenings, weekends, and holidays.

Salary Range:

The starting pay rate for this role is $18/hour with opportunities for merit increases (salary range: $16.73 - $25.09/hour).

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• Medical, dental, and vision insurance for you and your loved ones.

• Fertility and family-building assistance.

• Paid Parental leave.

• Practice Paid Basic Life Insurance.

• Practice Paid Short- and Long-Term Disability.

• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.

• Commuter Benefits.

• Legal Plan.

• Health Savings Account & Flexible Spending Account.

• Mental health support and resources.

• Paid Volunteering.

• Optimum Wellness Plans® for up to three pets.

• Continuing Education allowance & MED hours for eligible positions.

• Student Debt Relief (for full-time DVMs).

• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.