Virtual Client Experience Associate

Tandem Vet

Position Summary

Tandem Vet is seeking a friendly, organized, and results-oriented Virtual Client Experience Associate to support pet owners through phone, email, text, and other digital communication channels.

This role combines exceptional customer service with consultative sales. The ideal candidate will be comfortable engaging prospective and current clients, understanding their needs, explaining Tandem Vet’s services, overcoming concerns, and helping clients take the next step in their pet’s care. A genuine love of animals, strong communication skills, and a confident but compassionate approach are essential.

Key Responsibilities

• Serve as a warm, professional, and knowledgeable point of contact for prospective and existing clients.
• Respond promptly to phone calls, emails, text messages, website inquiries, and other leads.
• Convert inquiries into scheduled appointments by understanding client needs and clearly communicating the value of Tandem Vet’s services.
• Follow up with prospective clients who have not yet scheduled or completed the next step.
• Build rapport with pet owners and provide a personalized, consultative experience.
• Identify client concerns, answer questions, and address barriers related to scheduling, services, pricing, or clinic policies.
• Educate clients about available veterinary services, wellness care, preventive care, and recommended next steps within the scope of the role.
• Schedule, confirm, reschedule, and cancel appointments according to clinic policies.
• Maintain accurate records of leads, conversations, appointment outcomes, and follow-up activities.
• Meet or work toward performance goals related to response time, appointment conversion, follow-up completion, client satisfaction, and retention.
• Coordinate communication between clients, veterinarians, technicians, and in-clinic teams.
• Help clients understand estimates, invoices, prescriptions, referrals, and follow-up instructions within the scope of the role.
• Identify urgent or medically sensitive concerns and escalate them to the appropriate veterinary team member.
• Document all client communications accurately in the practice-management system.
• Support client retention by delivering consistent, thoughtful follow-up after visits.
• Collaborate with the clinic team to improve lead conversion, client communication, and overall client experience.
• Assist with outreach campaigns, appointment reminders, reactivation efforts, and other client-engagement initiatives.

Qualifications

• Previous experience in sales, inside sales, client success, customer service, hospitality, healthcare administration, veterinary care, or a related field.
• Demonstrated ability to build rapport, ask effective questions, understand client needs, and guide people toward a decision.
• Experience handling inbound leads, follow-up calls, appointment setting, or consultative sales conversations.
• Comfortable discussing services, pricing, estimates, and next steps in a clear and confident manner.
• Strong written and verbal communication skills.
• Ability to balance sales goals with empathy, transparency, and the best interests of the client and patient.
• Strong organization and attention to detail.
• Ability to manage multiple conversations, leads, and priorities in a fast-paced environment.
• Comfortable learning and using scheduling platforms, CRM systems, practice-management software, messaging tools, and other technology.
• Ability to remain calm, empathetic, and professional when handling sensitive or difficult situations.
• Strong follow-through, accountability, and problem-solving skills.

Preferred Qualifications

• Experience in veterinary services, healthcare, medical offices, wellness, hospitality, or another relationship-based service industry.
• Experience selling or explaining high-consideration services.
• Familiarity with veterinary terminology and common pet-care workflows.
• Experience working with sales metrics such as conversion rate, booking rate, response time, follow-up rate, or client retention.
• Experience working remotely or supporting clients through digital channels.
• Bilingual or multilingual communication skills.

What Success Looks Like

• Prospective clients receive prompt, helpful, and personalized responses.
• Client inquiries are consistently converted into appropriate appointments.
• Follow-ups are timely, organized, and effective.
• Clients understand Tandem Vet’s services and feel confident choosing the clinic.
• Communication is accurately documented and smoothly handed off to the veterinary team.
• Sales and service goals are met without compromising trust, transparency, or patient care.

Core Competencies

• Consultative selling
• Relationship building
• Customer service excellence
• Confident communication
• Empathy and active listening
• Objection handling
• Organization and follow-through
• Attention to detail
• Accountability and goal orientation
• Team collaboration
• Sound judgment and appropriate escalation

Physical and Work Requirements

This is primarily a remote or virtual position. The role requires reliable internet access, a quiet and professional workspace, extended periods of computer use, and the ability to communicate by phone and digital platforms throughout the workday.

Compensation and Benefits

Compensation, schedule, benefits, sales-performance expectations, and employment classification will be determined based on experience and clinic needs.