Client Relations Specialist
Are you passionate about animal care and thrive in fast-paced, high-pressure environments? We are looking for a dedicated and compassionate Client Services Representative to join our team and play a vital role in ensuring that clients and their pets receive exceptional service during emergency situations.
As a Client Services Representative, you’ll be the first point of contact for pet owners in urgent situations, helping to manage communications, appointments, and administrative tasks with empathy and professionalism.
This is a full-time, non-exempt position. We have openings on 1st shift and 2nd shift. Schedules consist of two-week rotations, with a week of 3 12-hour shifts followed by a week of 4 10-hour shifts. Every other weekend is required, as well as holiday availability.
Key Responsibilities:
Client Interaction & Customer Service:
Greet clients and their pets with kindness, understanding the urgency of emergency situations.
Manage high-volume phone calls, emails, and walk-ins, ensuring timely and accurate communication.
Serve as the liaison between clients and our veterinary team, providing updates on pets in care and offering reassurance.
Address client concerns with sensitivity, professionalism, and empathy, particularly during emotionally charged emergency visits.
Communicate treatment options, estimated costs, wait times, and hospital protocols clearly and transparently.
Emergency Appointment Scheduling & Coordination:
Efficiently schedule emergency appointments, prioritizing based on urgency and available resources.
Ensure that walk-ins and phone-in emergencies are triaged appropriately and communicated to the veterinary team promptly.
Schedule follow-up appointments for post-emergency care as needed.
Client Records & Documentation:
Accurately input client and pet information into the practice management system.
Ensure all client and pet records are organized, accurate, and confidential.
Assist in preparing patient files and tracking treatment progress.
Billing & Payments:
Process payments for emergency services and treatments accurately and efficiently.
Inform clients about payment options, including insurance claims and payment plans.
Address any billing inquiries and work with clients to resolve financial concerns.
Emergency Support & Pet Care:
Assist with triage by gathering initial information from clients and relaying it to the veterinary team.
Help coordinate pet admissions and discharges, ensuring clear communication with clients.
Support emergency admissions, ensuring pets are settled and required paperwork is completed.
Assist with basic administrative tasks, including stocking supplies and preparing client-facing documents.
Team Collaboration & Communication:
Collaborate closely with veterinarians, veterinary technicians, and support staff to ensure smooth hospital operations during emergencies.
Work as a team to provide timely care to patients in a high-stress environment.
Participate in team meetings to provide feedback and suggestions for improving service delivery.
What We’re Looking For:
Strong customer service skills with a compassionate and professional demeanor.
Ability to stay calm under pressure and handle high-stress situations with ease.
Passion for animal care and a desire to contribute to the well-being of pets and their families.
Excellent communication and interpersonal skills.
Experience in customer service, veterinary practice, or healthcare is a plus.
Ability to multitask, stay organized, and handle various administrative duties.
Why Join Us?
Become part of a supportive and compassionate team that is committed to providing exceptional care to pets and their families.
Opportunity to grow and advance within a fast-paced and dynamic environment.
Competitive compensation and benefits.
If you're ready to make a difference in the lives of pets and their owners, we encourage you to apply!