Role Description As a CSR with BlueSky At-Home Veterinary Care, you are the first point of contact for new and existing clients. You will be taking inbound calls and answering emails to schedule appointments and triage sick cases to decide if at-home care is right for the patient. Key Responsibilities - Communicate with current and potential clients in a friendly and helpful manner - Ask appropriate questions to determine if at-home care is right for the patient - Assist in appointment scheduling for wellness exams, sick pets and euthanasia - Thoroughly explain what services may be provided and estimated cost - Request patient medical records and upload them into the operations portal - Working with operations and clinical teams for field support needs like prescription refills, scheduling and routing and working with 3rd party vendors - De-escalating client situations as they arise Qualifications - Experienced Veterinary Technician (5+ years of experience) or long-term veterinary receptionist (10+ years of experience) - Compassionate, friendly and helpful communication skills - Strong organization skills and experience working with PIMS systems - Must be based in PST (working hours are 10am-6pm PST Monday-Friday) - Must have quiet, at-home set up and stable phone and internet connection for remote work Benefits - Pay Range: $20-$25/hr - Remote working environment - Medical, dental and vision benefits - 401k with a 4% company match - 2 weeks of Vacation and 1 week of sick time

• Deliver prompt, accurate, and friendly support to customers via chat. • Resolve inquiries efficiently while maintaining high service standards. • Collaborate with internal teams to escalate and resolve complex issues. • Contribute to continuous improvement of support processes and knowledge resources. • Respond to customer inquiries through live chat in a professional and courteous manner. • Identify customer needs and provide appropriate solutions or escalate when necessary. • Document interactions and maintain accurate records of customer communications. • Work closely with technical and product teams to stay informed about updates and troubleshoot issues. • Assist in creating and updating support documentation and FAQs. • Maintain a calm and positive attitude during high-volume periods.

• Help customers troubleshoot issues • Answer product questions • Guide merchants through best practices • Ensure every interaction leaves them with an exceptional experience • Work closely with Customer Success, Engineering, and Product teams to resolve issues quickly • Identify opportunities to improve both our product and support processes

Role Description This is a work-from-home customer service role in a structured contact center environment. - Handle health insurance questions from customers, health care providers, and beneficiaries via phone and email, including benefits, eligibility, and payments. - Listen carefully, empathize, and evaluate each situation to determine next steps. - Navigate multiple computer systems and resources to resolve questions. - Communicate in a courteous, personable, and professional way. Qualifications - Clear written and verbal communication. - Able to review in-depth info and reach logical conclusions. - Basic math skills (for payment-related questions). - Empathy and dependability. - Strong listening, organization, multitasking, and time management. - Ability to work in a changing environment. - Basic computer skills, including Microsoft Office. - Typing speed of 30+ words per minute. Requirements - Must have the ability to pass a pre-employment background check and drug screen. - High school diploma or equivalent. - 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers). - Availability within operating hours: Monday - Friday | 8 a.m. - 9 p.m. Eastern time. - Possible weekends (from October through March). - Reliable attendance and ability to follow a set schedule. Benefits - Full-time role with benefits. - Paid time off. - Training provided. - Leadership development program available. - Team environment with access to experienced coworkers. - Health & Wellness Benefits: - Medical and prescription coverage. - Dental and vision insurance. - Associate wellness program with rewards for annual checkups. - Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma). - Financial Benefits: - 401(k) with match. - Flexible spending account (FSA). - Life insurance. - Company-paid short- and long-term disability insurance. - Benefits to Make Your Life Easier: - 24/7 online access to doctors through Teladoc. - 24/7 nurse help desk. - Patient advocacy with free 24/7 support for benefit questions and claims. - Guidance for family, financial, and estate planning (including wills).