Operations Client Care Agent (Mars… at Banfield Pet… · Support…

Operations Client Care Agent (Mars Veterinary Health)

Location: Support Office - Vancouver

JOB TITLE:

Operations Client Care Agent (Mars Veterinary Health)

LOCATION & SCHEDULE:

Support Office - Vancouver, Full time

COMPENSATION:

$20.00 - $31.25

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

The Operations Client Care Agent provides operational and client support for hospital associates, contact center teams, and pet owners across multiple service channels. This role is responsible for resolving operational inquiries, supporting website and account navigation, assisting with system-related questions, and helping ensure a seamless experience for both internal and external customers.

Operating within the Performance & Operations function, the Operations Client Care Agent serves as a critical support resource connecting hospitals, contact center teams, and clients to the systems, tools, and information needed to deliver effective care and service experiences.

You Will:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Operational & Client Support
  • Professionally manage inbound support requests from hospital associates, contact center associates, and pet owners across phone, email, chat, and digital channels.
  • Support clients with website navigation, password resets, account access, and general web support inquiries.
  • Assist hospital associates with operational questions, invoice adjustments (within guidelines), wellness plan information, and system navigation.
  • Provide accurate information regarding policies, procedures, workflows, and available resolution options.
  • Strive for first-contact resolution whenever possible while ensuring a positive, professional support experience.
• Systems & Workflow Support
  • Maintain working knowledge of operational systems and platforms to provide guidance and troubleshooting support to hospital and contact center associates.
  • Assist users with navigation and usage of client-facing and hospital-facing systems, tools, and applications.
  • Accurately document interactions, resolutions, and workflow updates within designated operational systems.
  • Update and maintain operational databases and records supporting reporting and workflow continuity.
• Operational Collaboration & Support
  • Partner with peers, Team Leads, Shift Leads, and operational support teams to resolve complex issues and maintain service continuity.
  • Support cross-functional operational needs during periods of high volume or business priority changes.
  • Assist with onboarding support, workflow guidance, and operational training activities as needed.
  • Escalate technical, operational, or client-impacting issues appropriately to leadership or support partners.
• Quality & Continuous Improvement
  • Apply quality standards, communication best practices, and operational procedures consistently across all interactions.
  • Identify recurring operational issues, process gaps, or system challenges and provide feedback to leadership.
  • Support operational process improvements, workflow updates, and knowledge-sharing initiatives.
  • Participate in team meetings, training sessions, and operational readiness activities.
• Compliance & Confidentiality
  • Preserve client privacy, data security, and company confidentiality across all interactions and operational activities.
  • Ensure compliance with company policies, operational procedures, and documentation standards.
  • Maintain professionalism and service excellence when interacting with hospital teams, associates, and clients.
• Other job duties as necessary.

Your Experience Should Include:

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Operations, Administration, or related field preferred.
• The ideal candidate will have experience supporting operational, customer service, or technical support functions in a fast-paced service environment. Key qualifications include:

• 2 years of experience in customer service, contact center operations, technical support, hospital support, or related service roles.

• Experience supporting web navigation, account access, password resets, or operational systems preferred.

• Strong communication and interpersonal skills with the ability to explain processes and systems clearly.

• Strong problem-solving skills and ability to navigate multiple systems simultaneously.

• Ability to manage multiple priorities in a fast-paced operational environment.

• Strong attention to detail and documentation accuracy.

• Proficiency with Microsoft Office and web-based systems.

• Experience working in healthcare, veterinary, retail, hospitality, or service-oriented environments preferred.

This Remote Position Requires:

• A hardwired internet connection with a minimum speed of 85mbs.
• A quiet, dedicated work space.
• May require working variable schedules, including evenings, weekends, and holidays.

Salary Range:

The starting pay rate for this role is $21/hour with opportunities for merit increases (salary range: $20.00 - $31.25/hour).

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• Medical, dental, and vision insurance for you and your loved ones.

• Fertility and family-building assistance.

• Paid Parental leave.

• Practice Paid Basic Life Insurance.

• Practice Paid Short- and Long-Term Disability.

• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.

• Commuter Benefits.

• Legal Plan.

• Health Savings Account & Flexible Spending Account.

• Mental health support and resources.

• Paid Volunteering.

• Optimum Wellness Plans® for up to three pets.

• Continuing Education allowance & MED hours for eligible positions.

• Student Debt Relief (for full-time DVMs).

• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.