Virtual Client Experience Associate

Tandem Vet

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.

Requirements & Tech Stack

• Strong written and verbal communication skills.
• Strong organization and attention to detail.
• 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.
• 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.

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.
• Ability to balance sales goals with empathy, transparency, and the best interests of the client and patient.
• Ability to manage multiple conversations, leads, and priorities in a fast-paced environment.

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.