• Supporting communication and coordination activities within a structured online program environment • Following guided systems and step-by-step processes • Managing communication and follow-up activities • Using simple digital tools to stay organised and consistent • Participating in ongoing professional development and training

• Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner. • Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols. • Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience. • Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery. • Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience. • Identify recurring issues or gaps and suggest enhancements to training, resources, or systems. • Participate in pilot programs and contribute to process improvement initiatives.

Role Description The Client Support Specialist is responsible for managing a variety of inbound and outbound contacts from prospective and current VCA clients (pet owners) across multiple communication channels. This remote role supports clients in accessing care and services for their pets—whether that involves scheduling appointments, answering questions, or resolving service-related needs. The Specialist delivers a high-quality, compassionate experience by meeting clients where they are and helping them navigate their pet care journey with ease and confidence. This role operates in a fast-paced, client-focused environment and requires strong communication, empathy, and problem-solving skills. The Client Support Specialist collaborates with contact center peers, field teams, and cross-functional partners to ensure seamless service delivery and a consistent client experience across VCA. Qualifications - High school diploma or equivalent - 1+ year in a client-facing role such as hospitality, retail, customer service, or contact center - Experience in a veterinary, healthcare, or pet care environment preferred - Proficiency with common digital tools and platforms, including web-based applications, email, and customer service software - Comfortability navigating multiple systems simultaneously in a fast-paced environment - Ability to troubleshoot basic technical issues independently and maintain productivity in a remote work setting - Ability to read, write, and speak English; Multi-Lingual a plus - Strong communication and interpersonal skills preferred - Ability to work independently in a remote environment while contributing to a collaborative team culture preferred - Demonstrated empathy and client service mindset preferred - Experience in a service-oriented or call center environment preferred - Familiarity with scheduling systems, CRM tools, or client engagement platforms preferred Requirements - A hardwired internet connection with a minimum speed of 85mbs - A quiet, dedicated work space - May require working variable schedules, including evenings, weekends, and holidays Benefits - Competitive salary with paid time off & holidays - Medical, dental, and vision insurance for you and your loved ones - Fertility and family-building assistance - Paid Parental leave - Practice Paid Basic Life Insurance - Practice Paid Short- and Long-Term Disability - Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match - Commuter Benefits - Legal Plan - Health Savings Account & Flexible Spending Account - Mental health support and resources - Paid Volunteering - Optimum Wellness Plans® for up to three pets - Continuing Education allowance & MED hours for eligible positions - Student Debt Relief (for full-time DVMs) - A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Role Description The Client Financial Services Coordinator will communicate with Banfield clients, via inbound and outbound calls, who have past due payments for their Wellness Plans, NSFs, and/or outstanding hospital invoices to obtain account information, approval to collect the past due payments, and/or make acceptable payment arrangements. They will handle calls relating to Lost Pet and micro-chipping calls, hospital questions and general Wellness Plan questions from current and potential clients. You Will: - Live and exemplify the Five Principles of Mars, Inc. within self and team. - Notify Banfield clients via telephone and email regarding delinquent accounts for Wellness Plans, third party collections, NSF’s and/or hospital invoices. - Use various collections techniques to negotiate and secure payment on accounts. - Process and document future, current and past due transactions. - Troubleshoot and resolve payment and account discrepancies. - Document calls and resolutions using all appropriate systems, ensuring consistency in service. - Assist hospital teams with Wellness Plan and non-Wellness Plan financial information. - Ensure the delivery of an exceptional client experience to both internal and external clients in every interaction. - Educate associates and clients on business standards for Wellness Plans. - Maintain client privacy, security and company confidentiality. - Other job duties as necessary. Qualifications - Associate’s degree is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. - One year of customer service (call center, retail, hospitality, etc.) experience is required. - Excellent communication skills are required. - The ability to multi-task, prioritize and manage time effectively is required. - Strong client contact handling skills and active listening skills are required. Requirements - A hardwired internet connection with a minimum speed of 85mbs. - A quiet, dedicated work space. - May require working variable schedules, including evenings, weekends, and holidays. Benefits - Competitive salary with paid time off & holidays so you can spend time with the people you love. - Medical, dental, and vision insurance for you and your loved ones. - Fertility and family-building assistance. - Paid Parental leave. - Practice Paid Basic Life Insurance. - Practice Paid Short- and Long-Term Disability. - Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match. - Commuter Benefits. - Legal Plan. - Health Savings Account & Flexible Spending Account. - Mental health support and resources. - Paid Volunteering. - Optimum Wellness Plans® for up to three pets. - Continuing Education allowance & MED hours for eligible positions. - Student Debt Relief (for full-time DVMs). - A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more. Company Description 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.