Roo
Client Support Specialist
Job Summary
This role involves providing customer support to veterinary professionals, hospitals, and technicians through various online channels. The support specialist will troubleshoot issues, document interactions, and coordinate with other departments to ensure positive user experiences. Candidates should have at least two years of support experience, excellent communication skills, and familiarity with support tools. The position offers flexible hours, remote work, and benefits aimed at promoting professional development and well-being.
Required Skills
Benefits
Job Description
About the Role
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.
Your Responsibilities
- 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.
About You
- 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.
Since we're a remote first company, compensation ranges are based on where you live. Please see below for examples of compensation ranges based on some state averages. **This is an hourly position - all rates below are quoted as per hour.
Exact compensation may vary based on skills, experience, and location.
- Accelerated growth & learning potential.
- Stipends for home office setup, continuing education, and monthly wellness.
- Comprehensive health benefits to fit your needs with base medical plan covered at 100% with optional premium buy up plans.
- 401K
- Unlimited Paid Time Off.
- Paid Maternity/Paternity and reproductive care leave.
- Gifts on your birthday & anniversary.
- Opportunity for domestic travel, including for regional team building events.
Roo
Roo is the #1 veterinary relief platform connecting the largest network of veterinarians and technicians with hospitals for freelance relief jobs.
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