Posted 11 days ago
Bilingual Client Care Agent
@ VetStrategy
Ontario
Overview
VetStrategy is hiring a bilingual Client Care Agent to work remotely as the link between its veterinary clinics and clients through the Client Care Centre. The role is full-time and permanent, handling inbound and outbound calls against service-level and booking targets. Candidates need veterinary customer service experience, strong English and French, and a quiet space with reliable internet.
Responsibilities:
- Manage large volumes of inbound and outbound calls
- Follow communication scripts to meet call volume and booking targets
- Identify client needs and resolve concerns
- Maintain patient confidentiality and medical record standards
Requirements summary:
- High school diploma required
- Veterinary clinic or customer service experience required
- Excellent English and French communication skills
- Medical terminology knowledge and PMS experience, preferably VetUp
- Able to work effectively without supervision
Tools & skills
Source and dates
Employer career site / ATS feed · dayforce-feed
- Employer posting date
- 2026-10-26
- First seen by our source
- 2026-10-27
- Source record updated
- 2026-10-27
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Department | Customer service |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
| Education | High school (required) |
Summary and details written by AI from the posting; the employer’s posting is the authority.
VetStrategy
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry. When VetStrategy co-founders Orin Litman and his wife, Dr. Michelle Cutler, decided to acquire McLean Animal Hospital in 2006, they focused on three promises – our Customer Promise of world-class veterinary care, delivered locally; our People Promise, to be a great place to work; and our Sustainability Promise to be a force for good for patients, people and our plant. Keeping our three promises led VetStrategy to become the leading veterinary network in Canada, with veterinary practices, 24-hour emergency care, and specialty hospitals coast-to-coast. We have developed and refined a model for supporting our practices across the country. What we do: We care for those dedicated to caring for animals by creating a workplace where we focus on innovation, engagement, and teamwork. We know the blood, sweat and tears that have gone into building each practice, and we don’t want to touch that – we truly embrace the uniqueness of each clinic. Our heritage first approach means we won’t change a clinic’s name, culture or heritage. We understand the challenges our veterinary teams face and are committed to doing what’s right – for them, their clients, and their patients. We care about the future of veterinary medicine. Everything we do comes back to ensuring that veterinarians have the time, support, and infrastructure to focus on responsible medicine and quality care. We believe in empowering our support office and clinic staff and providing them opportunities to develop their skills and grow in their careers.
- LinkedIn followers
- 33,004
- People associated on LinkedIn
- 658
- Reported office locations
- 7000 Pine Valley Dr, Vaughan, Ontario L4L 4Y8, CA
- Business categories
- Veterinary
- Health Care
- Clinical Trials
- Staffing Agency
- Other recorded names
- VetStrategy / Daubigny
- VetStrategy
- Specialties
- Veterinary Clinic Management
- Veterinary Clinic Acquisition
- Veterinary Clinic Partnering
- Client Services
- Veterinary services
- and Hospital Health Care
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Being part of VetStrategy is about being part of something bigger – an ever-growing community, where we connect person-to-person and skill-to-need, united by a common purpose of healthy animals, happy owners. From our humble beginning in 2006 to the present day, we continue to make a difference in the lives of people who have dedicated themselves to this industry. When VetStrategy co-founders Orin Litman and his…
| Field | Value |
|---|---|
| Industry | Veterinary Services |
| Company size | 5,001-10,000 employees |
| Headquarters | Vaughan, Ontario |
| Organization type | Privately Held |
| Specialties | Veterinary Clinic ManagementVeterinary Clinic AcquisitionVeterinary Clinic PartneringClient ServicesVeterinary servicesand Hospital Health Care |
| Open jobs on Jobsy | 810 |
| View page |
Job Title: Bilingual Client Care Agent
Reports To: Lead, Call Centre
Role Type: Full-time, permanent role on a remote basis.
Position Overview
The role of the Bilingual Client Care Agent is to be the liaison between our clinics and clients through the Client Care Centre.
Responsibilities
As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to:
Client Care Duties
•Manage large amounts of inbound and outbound calls in a timely manner.
•Follow communication scripts to meet call volume, service level and booking targets.
•Identify client needs ensure smooth client experience.
•Problem solving client concerns in a respective and helpful manner.
•Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately.
General
•CCA effectively communicates with all team members
•Strong phone and verbal communication skills along with active listening
•Client focused and adaptability to different personability types
•Understands the principles of proper medical record keeping and upholds the necessary standard
•Deals tactfully and respectfully with all difficult situations that arise
•Always maintains patient confidentiality
•Show respect, empathy, and kindness to all clients, and colleagues
Working Conditions
Must be able to work remotely with access to a quiet space during working hours and reliable internet.
Requirements
•High school diploma is required.
•Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
•Excellent verbal and written communication skills in English and French are a must.
•Prior knowledge of medical terminology and good understanding of PMS, (preferably VetUp).
•Individuals must be able to work effectively without supervision
•Strong problem-solving capability and ability to manage time effectively
•Ability to connect with people in a genuine, friendly and compassionate manner.
Living Our Values Through Leadership
This role is more than a checklist of accountabilities - it’s a reflection of how we show up as leaders in our practice, with our teams, and across our network. The table below highlights how this role brings our values to life through everyday leadership behaviours that build trust, drive performance, and foster a culture of care and collaboration.
These behaviours are not extras, they are core to how we deliver excellent patient and client care, inspire our people, and build a stronger network together.
Our Values guide what we stand for. Our Leadership Behaviours define how we bring those values to life in practice, every day, in every role.
Our Values
We Care | We Dare | We Share |
We care for animals and people, keep our promises, treat each other with decency and respect. | We dare to innovate, encourage entrepreneurial thinking and identify opportunities to succeed in a changing world. | We share knowledge, best practice and make decisions based on trust, dialogue, commitment and engagement. |
Our Leadership Behaviours
Value The Why | Behaviour The How | Behaviour Definition What it looks like | How This Role Brings It to Life |
We Care | Motivating | Show self-belief, build strong teams, motivate others to reach their potential. | Coaches and supports team members through change, providing clarity, encouragement, and recognition. |
We Care | Resilient | Effectively manage their own well-being and that of others, quickly recover from challenges, and learn from mistakes. | Remains steady under pressure, adapts to challenges, and supports team well-being during periods of change. |
We Dare | Results-driven | Relentlessly seek to improve business performance, act decisively, drive progress through clear expectations. | Sets clear expectations, follows through on commitments, and drives timely, high-quality outcomes. |
We Dare | Lead for the future | Balance the perfect and pragmatic, prioritize long-term progress, drive sustainable innovation. | Improves HR practices and ways of working to support sustainable, scalable results. |
We Share | Humble | Act with integrity, earn trust through transparency, pursue personal development. | Acts with integrity, seeks feedback, and demonstrates a commitment to continuous learning. |
We Share | Collaborative | Stretch outside their own area of expertise to drive performance, happy to learn from others, inspire teams through great communication. | Works openly with peers and partners to align efforts and deliver shared outcomes. |
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