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!