Bilingual Client Care Agent

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

Our Leadership Behaviours