Job Summary

Chewy is seeking a highly motivated and compassionate Virtual Triage Coordinator to join our Chewy Vet Care Support Services team. In this role, you will serve as the first point of contact for pet owners seeking veterinary support, providing guidance, assessing concerns, and facilitating efficient communication between clients and our veterinary professionals. This position offers the opportunity to make a meaningful impact on pet health and well-being while working in a fully remote, collaborative environment.

Key Responsibilities

• Conduct initial triage for pet health inquiries via phone, chat, or email, accurately assessing urgency and determining next steps.

• Provide compassionate, clear, and professional communication to pet owners, ensuring they feel supported and informed.

• Coordinate with veterinary teams to schedule appointments, follow-ups, or urgent care interventions.

• Document client interactions and pet health information accurately in internal systems.

• Monitor and escalate critical cases to veterinary professionals in a timely manner.

• Maintain compliance with all company policies, procedures, and privacy regulations.

• Participate in ongoing training to stay current with veterinary guidelines and best practices.

Required Skills and Qualifications

• High school diploma or equivalent required; Associates or Bachelors degree in veterinary technology, animal science, or a related field preferred.

• Strong communication skills, both written and verbal, with the ability to explain complex information clearly.

• Exceptional problem-solving and decision-making abilities.

• Proficiency with computer systems, scheduling tools, and digital communication platforms.

• Ability to remain calm under pressure and manage multiple tasks efficiently.

Experience

• Previous experience in a veterinary office, animal care, customer service, or triage environment is highly preferred.

• Familiarity with veterinary terminology, procedures, and client care best practices is a plus.

• Experience working in a remote or virtual environment is advantageous.

Working Hours

• Full-time, remote role.

• Flexible scheduling may be required, including evenings, weekends, or holidays based on client needs.

• Hours may vary depending on workload and client volume.

Knowledge, Skills, and Abilities

• Deep understanding of basic animal health and veterinary care principles.

• Ability to prioritize urgent cases and make sound judgment calls.

• Strong interpersonal skills to manage sensitive situations with empathy.

• Technologically proficient with ability to learn new systems quickly.

• Self-motivated and highly organized to work independently in a virtual setting.

Benefits

• Competitive salary with performance incentives.

• Comprehensive health, dental, and vision insurance.

• Paid time off, holidays, and parental leave.

• 401(k) retirement plan with company match.

• Employee discounts on Chewy products.

• Access to professional development and continuing education opportunities.

Why Join Chewy

Chewy is committed to creating a workplace where employees feel valued, supported, and empowered to make a difference. As a Virtual Triage Coordinator, you will play a vital role in helping pet owners care for their animals while contributing to a company culture centered on compassion, innovation, and growth. Join Chewy and be part of a team dedicated to exceptional pet care and customer experience.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their experience and interest in the role via Chewys careers page: www.chewy.com/careers
Applications will be reviewed on a rolling basis, and selected candidates will be contacted for virtual interviews.