Call Center Advisor 1 - Tier 1

VetSource, Inc.

Job Overview

Location

Remote US

Job Type

Full-time

Full Job Description

📋 Description

• This Call Center Advisor 1 - Tier 1 role provides first-tier customer service support for inbound calls, serving pet parents, veterinary practices, and retail partners by addressing inquiries, resolving issues, and ensuring a positive experience with Vetsource’s pet healthcare platform.
• Day-to-day responsibilities include answering customer calls, actively listening to understand needs, troubleshooting billing and shipment issues, updating customer records, assisting with web orders and autoships, collaborating across departments to advocate for customers, and maintaining accurate records while striving to meet or exceed call center metrics.
• Vetsource is a mission-driven company that empowers pet healthcare professionals with data-powered tools to strengthen customer relationships and improve veterinary business performance, all while fostering an inclusive, diverse workplace where employees’ love for animals is valued and celebrated.
• In this role, you will develop strong communication and problem-solving skills, gain experience in a high-volume remote call center environment, learn to navigate multiple software platforms, and build expertise in pet healthcare customer service—with opportunities to grow into more advanced support roles over time.

🎯 Requirements

• High School diploma or G.E.D.
• At least 1 year of customer service experience
• Computer skills including proficiency with Microsoft Suite, Google Suite, email, instant messaging (e.g., Slack), and ability to learn new technology quickly
• Ability to work in a fast-paced, high-volume call center environment, manage high call volumes, and maintain consistent and reliable attendance
• Capacity to troubleshoot basic technical issues (e.g., internet connectivity, passwords, VPN, software updates)
• Ability to multitask efficiently with error-free written work and type accurately at a minimum of 40 WPM
• Ability to de-escalate emotional situations and handle difficult customer interactions with empathy and professionalism
• Willingness to work rotating Saturday shifts (7 AM – 1 PM Pacific Time) or accept permanent Saturday shifts

🏖️ Benefits

• Competitive pay ($19.00–$19.50/hour) and comprehensive benefits including medical, vision, dental, and life insurance
• Employee Assistance Program (EAP) for mental health and wellness support
• Pet insurance and virtual vet care benefits
• Paid time off (PTO), holidays, floating holidays, and volunteer days
• Retirement savings plan (401k/RRSP) with employer matching
• Paid parental leave and flexible scheduling options
• Opportunity to join Associate Resource Groups and participate in fun company events

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VetSource, Inc.

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About VetSource, Inc.

VetSource is a U.S. technology and pharmacy-services company that partners with veterinary practices to provide home-delivery prescription medications, therapeutic diets and over-the-counter products for pets. The company integrates directly with practice-management software, enabling veterinarians to prescribe and dispense medications that are then shipped to clients from VetSource’s accredited pharmacies. Services include inventory management, compliance reporting and client marketing tools designed to improve medication adherence and practice revenue while maintaining veterinary oversight of prescriptions.

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