Marketing Support Coordinator- Thrive Plus Membership Support

About the position

Thrive Pet Healthcare is looking for a Client Service Representative to join our team and support our Thrive Plus Membership program, mobile app, and Pet Portal. You'll also play a key role in responding to client concerns, including resolving inquiries from the Better Business Bureau (BBB). This is a great opportunity for someone who enjoys working with both people and technology, thrives in a fast-paced environment, and wants to make a real difference in the lives of pet parents and our hospital teams.

Responsibilities

• Use your problem-solving skills to research and resolve client and hospital issues.
• Use tools like Zendesk, Pet Portal, and our practice software to dig into and understand concerns.
• Report bugs, data issues, or technical problems to the right team and help find effective workarounds.
• Communicate with empathy and professionalism by phone, email, and chat.
• Listen to and understand what each client or hospital really needs-even when they're frustrated.
• Support clients in making the most of their Thrive Plus membership and help save cancellations when possible.
• Manage a high volume of incoming emails and requests from both clients and hospitals.
• Respond to questions and concerns about memberships, the mobile app, and client account portal using pre-written scripts and responses.
• Follow up on and resolve BBB complaints thoughtfully and on time.
• Share feedback from clients and hospitals with other teams to help improve our tools and services.

Requirements

• Excellent communication skills - You write and speak clearly, kindly, and professionally.
• A service mindset - You enjoy helping others and can remain calm, focused, and kind even under pressure.
• Tech-savvy - You're comfortable using tools like Zendesk, Microsoft Teams, and mobile apps, and you pick up new platforms quickly.
• Problem-solving ability - You think critically and know when to escalate an issue or collaborate with a teammate.
• Organized and adaptable - You can manage multiple tasks and shift priorities as needed.
• Team player - You work well with others, give helpful feedback, and want to continuously improve.
• Education - High school diploma or equivalent required; additional training or coursework in customer service is a plus.