Juno Veterinary Looking for Virtual Member Experience Coordinator at Toronto, Ontario, Canada Full Time

Our mission is to build the next generation of animal care for the modern world. By leveraging technology and design, we are reimagining the animal care experience for pets, pet parents, and care providers from the ground up. With the consumer and pet at the heart of everything we do, we seek to rebuild the way veterinary medicine is delivered and disrupt a traditional industry across every customer touchpoint and interaction.

We are looking to pilot a Virtual Member Experience Coordinator (MEC) to join our Virtual team. Reporting to the Virtual Care Function, this role will engage primarily with members and prospective members addressing all questions and concerns related to:

• Membership
• Billing
• About Juno
• Pricing Inquiries
• Scheduling

This role will also help to pilot and stand up what a virtual member support channel looks like and how it operates.

What You’ll Do:

• Maintain deep knowledge and familiarity with our memberships, services, and perks;
• Receive inbound calls, emails, and text consults across our various platforms (8×8, Freshdesk, Sendbird)
• Manage quality of member communications and responses across all platforms and work closely with technology
• Sell ‘memberships’, achieving individual sales goals and service goals;
• Convert prospective customers by building trust with pet owner; explaining Juno and Juno’s benefits;
• Sign up pet owners, and book their first appointment using the Juno website
• Translate anecdotal customer feedback into Member Experience opportunities
• Provide an exceptional experience to all members and potential members by being the first point of contact digitally
• Make outbound calls where appropriate to drive conversion (e.g. surgery)
• Support onboarding new members and act as a primary point of contact if any issues arise;
• Help potential members understand what services are available to them
• Send personalized outreach / follow-ups to members where applicable

Collect medical records from referring animal hospitals

• Manage quality of member communications and responses across all platforms and work closely with technology

Deliver a world class client experience by conveying compassion and genuine care over chat, phone or video communicationGrow and thrive in a positive, inclusive environment of continuous learning and excellence in careImplement the companies culture vision by encouraging flexible scheduling, self-compassion, work-life balance and blame and judgment free environment

Requirements:

• 40 hours, 8 hours a day, 5 days / week
• Remote
• Ability to do morning shifts (8-4) and swing shifts (12-8)

You Have:

• 2+ years in customer service and/or member experience
• Previous leadership experience preferred
• Prior experience within a veterinary clinic considered an asset
• Strong communication skills both verbal and written
• The ability to create a sense of belonging and elevate team morale

Our Promise To You:

• Full benefits package including access to mental health support, continuing education, and mentorship opportunities
• A collaborative team who has your back and will welcome you as part of the pack
• Time for you and your loved ones: great PTO and discounted Juno Vet services for pets
• An opportunity to make a positive impact for those around you

Juno Veterinary is committed to providing an equal employment opportunity for all candidates and employees. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a positive and successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know!