Client Care Agent; Mars Veterinary Health

Remote - WA

Full time

R-259054

Client Care Agent (Mars Veterinary Health)

Remote - WA, Full time

$0.00 - $0.00

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.

The Client Care Agent is the frontline representative of the Contact Center, responsible for delivering high-quality, compassionate support to pet owners and internal partners across multiple communication channels. This role ensures clients can easily access care, resolve issues, and navigate services through efficient, accurate, and empathetic interactions.

Operating within a pod-based model, the Client Care Agent executes both retention and growth workflows, supporting client intake, scheduling, service resolution, and proactive outreach. This role is critical to delivering a consistent, seamless client experience while contributing to operational performance, client retention, and growth.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Client Interaction & Service Delivery
• Handle high volumes of retention and growth contacts across phone, chat, email, and digital channels in a timely, professional, and empathetic manner.
• Support clients with appointment scheduling, service navigation, billing inquiries, and general pet care-related questions using established workflows and systems.
• Deliver accurate, consistent, and solution-oriented responses aligned with company standards and protocols.
• Resolve client issues end-to-end where possible, escalating complex or sensitive cases appropriately.
• Maintain detailed and accurate documentation of all client interactions within CRM and operational systems.
• Operational Execution & Performance
• Meet or exceed defined performance metrics, including service levels, quality standards, productivity, and client satisfaction.
• Adhere to schedules, workflows, and processes to support efficient contact center operations.
• Navigate multiple systems and tools simultaneously to support effective service delivery.
• Support both retention (intake, troubleshooting, support) and growth (reminders, follow-ups, engagement) workflows as needed.
• Quality & Continuous Improvement
• Apply quality standards and communication best practices in every interaction.
• Incorporate feedback from quality monitoring, coaching, and training into daily performance.
• Identify recurring client issues, process gaps, or system challenges and provide feedback to leadership.
• Participate in pilots, process improvements, and new capability rollouts.
• Team Collaboration & Engagement
• Collaborate with peers, Shift Leads, and Team Leads to ensure consistent service delivery and knowledge sharing.
• Participate in team meetings, huddles, and ongoing training to maintain knowledge and performance.
• Contribute to a positive, accountable, and team-oriented environment.
• Other job duties as necessary.

• High school diploma or equivalent is required.
• Associate’s or Bachelor’s degree is preferred.
• The ideal candidate will have a proven track record delivering high-quality client service in a fast-paced, multi-channel environment, with the ability to…