Operations Client Care Agent; Mars Veterinary Health

JOB TITLE:

Operations Client Care Agent (Mars Veterinary Health)

Support Office - Vancouver, Full time

$20.00 - $31.25

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 Operations Client Care Agent provides operational and client support for hospital associates, contact center teams, and pet owners across multiple service channels. This role is responsible for resolving operational inquiries, supporting website and account navigation, assisting with system-related questions, and helping ensure a seamless experience for both internal and external customers.

Operating within the Performance & Operations function, the Operations Client Care Agent serves as a critical support resource connecting hospitals, contact center teams, and clients to the systems, tools, and information needed to deliver effective care and service experiences.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Operational & Client Support
  • Professionally manage inbound support requests from hospital associates, contact center associates, and pet owners across phone, email, chat, and digital channels.
  • Support clients with website navigation, password resets, account access, and general web support inquiries.
  • Assist hospital associates with operational questions, invoice adjustments (within guidelines), wellness plan information, and system navigation.
  • Provide accurate information regarding policies, procedures, workflows, and available resolution options.
  • Strive for first-contact resolution whenever possible while ensuring a positive, professional support experience.
• Systems & Workflow Support
  • Maintain working knowledge of operational systems and platforms to provide guidance and troubleshooting support to hospital and contact center associates.
  • Assist users with navigation and usage of client-facing and hospital-facing systems, tools, and applications.
  • Accurately document interactions, resolutions, and workflow updates within designated operational systems.
  • Update and maintain operational databases and records supporting reporting and workflow continuity.
• Operational Collaboration & Support
  • Partner with peers, Team Leads, Shift Leads, and operational support teams to resolve complex issues and maintain service continuity.
  • Support cross-functional operational needs during periods of high volume or business priority changes.
  • Assist with onboarding support, workflow guidance, and operational training activities as needed.
  • Escalate technical, operational, or client-impacting issues appropriately to leadership or support partners.
• Quality & Continuous Improvement
  • Apply quality standards, communication best practices, and operational procedures consistently across all interactions.
  • Identify recurring operational issues, process gaps, or system challenges and provide feedback to leadership.
  • Support operational process improvements, workflow updates, and knowledge-sharing initiatives.
  • Participate in team meetings, training sessions, and operational readiness activities.
• Compliance & Confidentiality
  • Preserve client privacy, data security, and company…