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About Greencross Vets
At Greencross Vets, we are a leading integrated pet wellness organization dedicated to spreading happiness by nurturing the love for pets. Our mission is to provide exceptional care and services to our furry friends and their owners.
Job Summary
We are seeking two dedicated and results-driven team members to join our customer service team as a Full-time Customer Service Officer at our Support Office. As a key member of our team, you will provide exceptional support in a fast-paced environment to our Healthy Pets Plus Program.
Key Responsibilities:
- Provide timely and effective support to customers via various communication channels
- Strive for a one-touch customer service experience, ensuring customer satisfaction and loyalty
- Explain Healthy Pets Plus membership benefits, terms, and conditions to customers
- Manage client disputes and complaints in accordance with company values and membership terms
- Collaborate with colleagues to resolve complex inquiries or escalate as needed
- Manage membership updates, such as banking details, payment dates, frequencies, and cancellations
- Implement client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members
- Record all communications and actions accurately and thoroughly
- Complete daily membership administration tasks in line with team-defined KPIs
- Gain technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving
- Cultivate strong relationships with clinic and support office team members
- Participate in team meetings and training sessions to stay up-to-date with industry developments and best practices
Requirements
To excel in this role, we are seeking candidates with the following qualifications and attributes:
- Previous experience in customer service with a focus on retention, ideally in a call centre or similar setting (finance or insurance industries would be highly regarded)
- Exceptional written and verbal communication skills
- Strong problem-solving skills with a focus on finding solutions
- Empathy and patience when addressing pet owners' concerns and inquiries
- A passion for or knowledge of pets, pet health, and wellness is a definite plus
- Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus
- Financial acumen
- Ability to multitask, prioritize, and perform effectively in a fast-paced environment
- Meticulous attention to detail and numerical aptitude
- A team player with a collaborative spirit
What We Offer
At Greencross Vets, we offer a range of benefits, including:
- Competitive salary and performance-based incentives
- Comprehensive training and ongoing professional development opportunities
- A supportive and pet-friendly work environment
- Access to pet wellness resources and services with a staff discount for your own furry friends
- Contribution to a meaningful mission of promoting pet health and well-being
- Company discounts across Petbarn and Greencross Vets
- Our commitment to giving back to the community through the Petbarn Foundation
- A pet-friendly office
