Client Services Representative

Position: Client Services Representative

Reports to: Director of Veterinary Services

Position Classification: Hourly; full-time

Hours: 40 hours per week, varied; Monday through Sunday

Job Summary:

The Client Services Representative provides exemplary, front-line customer service for Norfolk SPCA Veterinary Clinic clientele, as well as Adoption Center customers. This position communicates extensively with the public about pet wellness measures and veterinarian-recommended treatments. This position also performs data entry, appointment scheduling, financial transactions, and record keeping in a fast-paced but rewarding team environment.

The Schedule for Client Services takes on additional Representative duties encompasses the bulleted items below with additional responsibilities with Scheduling surgeries.

Client Services Responsibilities:

• Ensures daily readiness of public service areas; maintains cleanliness and appearance of service areas in accordance with established standards
• Answers phone calls and emails and helps clients as needed reach the appropriate person
• Facilitates client/patient check-in and check-out for vaccine, wellness, and surgery services
• Enters invoices, processes payments, and relays necessary information and instructions to the client
• Communicates thoroughly and accurately about available services and preventative products
• When appropriate, acts as liaison between client and veterinary staff regarding service questions or disputes
• Models courteous and respectful customer service at all times; demonstrates empathy for customer, particularly during difficult exchanges
• Handles all animals humanely, properly and with compassion, including those that may be sick, injured or feral
• Practices and maintains open and honest communication
• Follows established procedures governing safe work practices including wearing protective clothing or equipment when necessary

Requirements:

• Reliable, punctual, and available to work variable hours/schedule in accordance with organization’s needs.
• Minimum 1 year customer service experience; preference given to veterinary/animal settings.
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with veterinary and/or shelter specific software a plus.
• Ability to maintain professional work standards across variable working conditions, including rotating co-workers and alternate work sites.
• Excellent oral and written communication skills; ability to maintain confidentiality; must have ability to work collaboratively with external and internal customers and departments.
• Must be able to lift and carry up to 50 lbs; must be able to work standing or walking for extended time periods.
• Possess a valid VA Driver’s License.