Virtual Member Experience Coordinator - Swing Shift

At Juno Veterinary, we are on a mission to ensure every pet and Juno team member has the support they need to thrive. Our ultimate vision is to establish a stellar standard for the veterinary industry; the Juno standard of care. We are seeking to challenge a traditional industry by establishing the Juno standard of care across Canada not just for our Members and their pets, but also for our team of veterinary professionals as they are at the heart of everything we do. We are just getting started and we cannot wait to meet you.

We are assembling a team of innovative thinkers across consumer-tech and veterinary medicine to build a new experience for consumers and providers. We are looking for someone who shares our vision and YOU want to be a major part of shaping the future with Juno. We are looking for someone who loves the idea of building something new, contributing to the Mission, and being part of an early-stage company committed to making a positive impact.

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

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

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 (8x8, 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 communication
• Grow and thrive in a positive, inclusive environment of continuous learning and excellence in care
• Implement the companies culture vision by encouraging flexible scheduling, self-compassion, work-life balance and blame and judgment free environment
  
  

Requirements:

• Ability to do Swing Shift (12-8pm EST, 2-10pm EST)
• Remote
• Work on a 4-on; 4-off rotation or 3-on; 3-off rotation
• Weekends and Holidays are a part of this schedule rotation
  
  

You Have:

• MUST have specific Veterinary clinic CSR experience ideally in a large scale business, i.e. multi-DVM general practice or Specialty service CSR
• Comfortability with high volume calls/requests
• experience in managing/caring for customers with varied emotional-ranges
• tech-savvy, experience with iOs system/multitude of medical digital platforms
• 2+ years in customer service and/or member experience
• 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
  
  

The starting wage range for this position is $19 - 24 / hour . Our wage offered may vary based upon experience, skillset and years of service, all of which will be assessed throughout the interview process.

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!