Veterinary Client Care and Pharmacy Specialist
Veterinary Client Care and Pharmacy Specialist Department: Administrative Employment Type: Full Time Location: Austin, Texas Reporting To: Amy Ament Compensation: $18.00 - $20.00 / hour Description Location: Remote (United States) Company: Innovetive Petcare (Austin, TX) Schedule: Full-time, rotating Saturdays required Innovetive Petcare is seeking a Veterinary Client Care & Pharmacy Specialist to support our growing network of veterinary hospitals across the United States. This is a veterinary call center role focused on delivering exceptional client service, supporting online pharmacy operations, and coordinating patient care. As a key member of our centralized client care team, you will serve as an extension of our veterinary hospitals—handling inbound and outbound calls, pharmacy requests, appointment scheduling, and client communication via phone, text (SMS), and email. This role is ideal for experienced veterinary professionals who thrive in a fast-paced, high-volume environment and are passionate about client experience.
Key Responsibilities
- Manage high-volume inbound and outbound calls related to veterinary pharmacy requests, appointment scheduling, and general client inquiries
- Provide support for online veterinary pharmacy services, including prescription coordination and client education
- Schedule and manage appointments across multiple veterinary hospitals
- Perform telephone triage, routing urgent and non-urgent inquiries appropriately
- Deliver personalized, high-quality client communication via phone, SMS, and email
- Accurately document interactions within electronic medical records (EMR) and communication systems
- Act as a brand ambassador by adapting communication style to reflect each hospital’s culture
- Collaborate with hospital teams to improve workflows, resolve issues, and enhance the client experience
- Meet and exceed call center KPIs, including response time, accuracy, and client satisfaction
Qualifications
- 2+ years of veterinary experience (required) – technician, assistant, or client service roles
- Strong knowledge of veterinary terminology, hospital workflows, and common medications
- Prior experience in a call center, remote customer service, or client-facing role preferred
- Proficiency with veterinary practice management software (PIMS) and Microsoft Office
- Excellent written and verbal communication skills across phone, text, and email
- Ability to multitask and stay organized in a remote, high-volume environment
- Detail-oriented with strong documentation and problem-solving skills
- Compassionate, proactive mindset with a focus on client satisfaction and patient care
Benefits
- Health, dental, vision, and life insurance.
- Paid time off (PTO).
- Paid parental leave.
- 401k retirement plan with company match.
- Employee discounts and perks.
- Free annual subscription to Calm Health
- Culture first company where FUN is a core value!
- Opportunity to support a national network of veterinary hospitals
- Collaborative, growth-oriented team environment
- Make a direct impact on the client and patient experience