Virtual Veterinary Technician Supervisor – Job Description
The Virtual Care Technician Team Lead will divide their time between providing direct assistance to IAMS Pet Parents through Live Chat, and managing the administrative tasks associated with the Virtual Care Technician Team. This position is full-time and hourly. The Virtual Care Technician Supervisor will report to both Chatdesk Leadership and the MARS Virtual Care Team Product Owner.
Virtual Veterinary Technician Team Lead - Essential Responsibilities
Approximately 50-75% of time (depending on need)
- Supervise chat interactions via SalesForce (the web platform used for Live Chat) in collaboration with the Virtual Care Product Owner and Chatdesk Managers.
- Perform regular quality assurance monitoring and provide consistent coaching in conjunction with the Virtual Care Product Owner and Chatdesk Managers.
- Execute protocols to improve Live Chat efficiency and operations as delegated by the Virtual Care Product Owner and Chatdesk Managers.
- Seek and communicate opportunities to provide better client service via Live Chat, with a passionate interest in delivering quality patient care.
- Send Live Chat updates via email and/or Microsoft Teams as delegated by the Virtual Care Product Owner and Chatdesk Managers.
- Hold regular check-ins and reviews with the vet tech team if required in partnership with the Virtual Care Product Owner and Chatdesk Managers.
- Support campaigns aimed at Virtual care Technician growth and education in conjunction with the Virtual Care Product Owner and Chatdesk Managers.
- Aid in the Live Chat schedule creation as delegated by Chatdesk Managers and Mars Team.
- Assist with Live Chat team recruitment, onboarding, and training as delegated by Chatdesk Managers and Mars Team.
- Partner with Mars Experts to develop additional Live Chat FAQ documents and Content Creation as delegated by Chatdesk Managers and Mars Team.
Virtual Care Technician - Essential Responsibilities
Approximately 25-50% of time (depending on need):
- Engage with pet parents virtually and respond to questions via live chat.
- Provide veterinary advice in a manner compliant with the AVMA guidelines.
- Collect relevant pet information to effectively assess the situation and assist pet parents with connecting with a local provider if necessary.
- Be driven to resolve pain points quickly while building connections and trust with pet parents through accurate and credible knowledge sharing.
- Use pet parent information to provide personalized communication and determine the best actions.
- Proactively provide pet parents with relevant and approved educational resources as needed.
- Provide pet parents with nutritional guidance.
- Demonstrate integrity and ethics in all actions and behaviors
Minimum Qualifications
- Credentialed and Registered (LVT, RVT, CVT) Veterinary Technician
- Positive, service-oriented attitude.
- Minimum 1 year of experience in related work (veterinary medicine)
- Access to a laptop and a reliable internet connection, and able to use common communication tools to interact with clients on issues related to pet health and education.
Qualifications:
- 5+ years of veterinary hospital and/or clinic experience is preferred.
- Experience in teleadvice is a plus.
- Experience with problem solving and critical thinking skills.
- Proven organizational skills.
- Leadership experience with small teams.
- Strong written and verbal communication skills
- Demonstration of empathy for, and patience and understanding with clients as well as employees under difficult circumstances .
- Independent decision-making skills
- Problem solving capabilities
- Execute initiative with tasks and assignments
- Comfort with autonomy and ability to exercise self-discipline and accountability
- Fluency with technology including Microsoft Office (Microsoft Outlook; Microsoft Teams); Workday; Google Chrome; Notion; etc.
- Availability to work 40 hours per week
- Experience working as a Virtual Care Technician with a proven track record of successful client satisfaction and outcomes is a plus.
- Fluent in Spanish is a plus.
Key Competencies - Virtual Care Technician Supervisor
- Soft Skills: Communication
- Action Oriented
- Building Effective Teams
- Drive for Results
- Create a great consumer experience
- Positive and upbeat tone
- Timeliness
- Listening
- Composure
- Integrity & Trust
- Customer Focus
- Problem Solving
- Conflict Management
- Every associate at Mars has responsibility for the achievement of quality and food safety.
As a privately-held, family-owned company, Mars Petcare US offers benefits which reflect our commitment to attracting and retaining great people. This includes excellent pay, competitive health and dental care coverage, a retirement plan, a very competitive vacation plan and unrivalled career advancement opportunities, to name just a few of our unique and generous benefits. If you're looking for a place where you can take ownership for your work, where the pace is fast, the environment is built around the importance of open communication, and where employees are called "associates" and treated as such, then we want to hear from you. We value a diverse work environment and encourage qualified individuals to apply, regardless of race, religion, disability, national origin, veteran status, gender and age. Mars Petcare US is an Affirmative Action and Equal Opportunity Employer. Visit to learn more about our company and for information about all of our current openings. Please, no agencies.
As of 2013, Mars Petcare in Franklin, TN is a tobacco-free .
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Work Location: Remote