Role Description The Virtual Care Technician will act as the direct contact for clients seeking advice and guidance through the live chat function within the Banfield Pet Hospital mobile and web application. They will be responsible for providing an excellent experience to clients by providing sound and relevant medical guidance. Technicians will also help with other administrative-related queries. They will engage with clients virtually in an environment where client privacy and Banfield security can be maintained. - Live and exemplify the Five Principles of Mars, Inc. within self and team. - Receive and respond to live chats from Banfield clients with questions or concerns about their pet. - Obtain relevant information and history from clients and maintain proper and complete medical documentation. - Provide professional, efficient, and exceptional service. - Make recommendations on potential home care and timeframe on when/if an appointment should be made at a Banfield Pet Hospital or alternate emergency care. - Document the client’s/patient’s needs and any other medical considerations based on the chat assessment. - Field administrative client chats and direct queries related to billing/invoicing, Optimum Wellness Plans, and other administrative topics to the appropriate team. - Read emails pertaining to chat protocols, scheduling, updates, etc. daily within scheduled shifts. - Demonstrate learning agility to adapt to rapidly changing processes. - Seek and communicate opportunities to provide better client service via chat. - Participate in client communication and education to explain administration of medications, follow-up care, diet recommendations, and general pet care. - Attend team meetings or review team meeting recordings within 2 scheduled shifts. - Maintain client privacy, security, and company confidentiality. - Other job duties as necessary. Qualifications - Associate’s degree in Veterinary Technology from a program accredited by the American Veterinary Medical Association (AVMA) or equivalent experience and passage of VTNE is required. - Two years of experience working as a credentialed Veterinary Technician in a clinical setting are required. - Current state veterinary technician license, registration or certification in good standing is required. - Ability to work variable shifts which may include weekends and holidays is required. - Ability to work efficiently with technology, including phone, computer, web camera, etc. is 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. - 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.