Client Support Specialist

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Customer SupportClient Support Specialist

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Quick Summary

Overview

What We Do We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives.

Technical Tools

Customer SupportClient Support Specialist

What We Do

We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives.

Powered by groundbreaking technology, Roo has built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. Roo empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care to more pets.
Together, we’ve provided more than 3 million hours of healthcare, helping Veterinarians earn more than $200 million.

About the Role

~1 min read

Roo is looking for a fantastic Client Support Specialist who will facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.

NOTE – This position requires working during client support hours – which can include early morning and early evening hours (Central time), AND weekend rotations.

Responsibilities

~1 min read

→Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc.
→Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses.
→Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed.
→Facilitate and help to manage potential call outs with current processes in place.
→Proactively document rainy day scenarios as encountered and share any key learnings with the team.
→Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately.
→Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.

2+ years experience in client/customer support, ideally in an early-stage start-up environment.
Vet technician/animal healthcare industry experience a plus
Proactive, organized and accurate in all internal and external company communications.
Excellent communication & organizational skills.
Familiar with customer support tools/software.
Timely and efficient in task accuracy and completions.
Flexible & agile, ability to pivot quickly.
Driven to improve processes/ communications.
Excited to join an ever growing team of professional diverse individuals.