Job Description

Job Title: Bilingual Client Care Agent

Reports To: Lead, Call Centre

Role Type: Full-time, permanent role on a remote basis.

Position Overview

The role of the Bilingual Client Care Agent is to be the liaison between our clinics and clients through the Client Care Centre.

Responsibilities

As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to:

Client Care Duties

• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication scripts to meet call volume, service level and booking targets.
• Identify client needs ensure smooth client experience.
• Problem solving client concerns in a respective and helpful manner.
• Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately.

General

• CCA effectively communicates with all team members
• Strong phone and verbal communication skills along with active listening
• Client focused and adaptability to different personability types
• Understands the principles of proper medical record keeping and upholds the necessary standard
• Deals tactfully and respectfully with all difficult situations that arise
• Always maintains patient confidentiality
• Show respect, empathy, and kindness to all clients, and colleagues

Working Conditions

Must be able to work remotely with access to a quiet space during working hours and reliable internet.

Requirements

• High school diploma is required.
• Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
• Excellent verbal and written communication skills in English and French are a must.
• Prior knowledge of medical terminology and good understanding of PMS, (preferably VetUp).
• Individuals must be able to work effectively without supervision
• Strong problem-solving capability and ability to manage time effectively
• Ability to connect with people in a genuine, friendly and compassionate manner.

Living Our Values Through Leadership

This role is more than a checklist of accountabilities - it’s a reflection of how we show up as leaders in our practice, with our teams, and across our network. The table below highlights how this role brings our values to life through everyday leadership behaviours that build trust, drive performance, and foster a culture of care and collaboration.

These behaviours are not extras, they are core to how we deliver excellent patient and client care, inspire our people, and build a stronger network together.

Our Values guide what we stand for. Our Leadership Behaviours define how we bring those values to life in practice, every day, in every role.

Our Values

We Care We Dare We Share

We care for animals and people, keep our promises, treat each other with decency and respect. We dare to innovate, encourage entrepreneurial thinking and identify opportunities to succeed in a changing world. We share knowledge, best practice and make decisions based on trust, dialogue, commitment and engagement.

Our Leadership Behaviours

Value The Why Behaviour The How Behaviour Definition What it looks like How This Role Brings It to Life

We Care Motivating Show self-belief, build strong teams, motivate others to reach their potential. Coaches and supports team members through change, providing clarity, encouragement, and recognition.

We Care Resilient Effectively manage their own well-being and that of others, quickly recover from challenges, and learn from mistakes. Remains steady under pressure, adapts to challenges, and supports team well-being during periods of change.

We Dare Results-driven Relentlessly seek to improve business performance, act decisively, drive progress through clear expectations. Sets clear expectations, follows through on commitments, and drives timely, high-quality outcomes.

We Dare Lead for the future Balance the perfect and pragmatic, prioritize long-term progress, drive sustainable innovation. Improves HR practices and ways of working to support sustainable, scalable results.

We Share Humble Act with integrity, earn trust through transparency, pursue personal development. Acts with integrity, seeks feedback, and demonstrates a commitment to continuous learning.

We Share

Collaborative

Stretch outside their own area of expertise to drive performance, happy to learn from others, inspire teams through great communication.

Works openly with peers and partners to align efforts and deliver shared outcomes.