The Client Care Representative is a key administrative role responsible for ensuring the smooth operation of all client-facing functions at Humane Society of Greater Niagara Animal Clinic and Spay/Neuter Clinic. This position serves as the first point of contact for clients, providing exceptional customer service while managing appointments, records, and communications.

Duties and Responsibilities

· Answering incoming phone calls, retrieving phone messages, and responding to phone messages in a timely fashion;

· Booking appointments for Full Service (FS) clinic;

· Booking appointment for Spay/Neuter (SN) clinic;

· Welcoming clients and patients to the clinic;

· Providing patient records to other veterinary clinics;

· Communicating with clients, staff, and referring veterinary clinics, in a professional manner;

· Answering client inquiries about SN & FS clinic services;

· Completing end of day account balancing;

· Create and file patient records according to regulations for SN Clinic;

· Assist in providing SN clients with protocols for surgery details, including weight chart and our videos, by email prior to surgery;

· Assist with admitting and discharging patients for SN clinic;

· Handling clients’ pets for SN discharge and when needed during SN surgeries and full-service days;

· Invoicing clients and assist in preparing discharge packages for the SN clinic;

· Invoicing clients and processing payments for the FS clinic;

· Replies to emails regarding booking and general clinic and SN inquiries;

· Maintains accurate client records in computer system to comply with College of Veterinarians of Ontario regulations; and,

· Other duties as assigned.

Other

· Maintain confidentiality of all organizational information, continuing in perpetuity; and,

· Other duties may be assigned from time to time.

Qualifications, Experience and Personal Attributes

• Experience in a veterinary clinic, animal shelter, or related setting;

· Knowledge of animals and animal care is an asset;

· Genuine compassion and empathy for animals, colleagues, volunteers, and customers;

· Good command of the English language – verbal, reading, and written;

· Good communication and customer service skills;

· Must be flexible to perform a variety of duties;

· Able to multi-task, prioritize workload and be flexible to adapt to change and shifting priorities;

· Highly organized, self-starter, high level of enthusiasm with excellent customer service and communication skills;

· Proficient with computer programs including Microsoft Word and vet software;

· Demonstrated ability to maintain careful animal records, observe medical conditions and/or changes in general health or behavior;

• Familiarity and willingness to work with all types of animals – including dogs, cats, small animals, and wildlife;

· Positive, can-do attitude and demeanour;

· Able to maintain composure in emotionally distressing situations;

· Strong sense of teamwork and collaboration, with the ability to promote the same among others;

· Self-starter and ability to work independently with minimal supervision;

· Excellent communication skills, both written and oral, with superior organizational skills;

· Maintains attention to detail and takes proactive measures to accomplish tasks;

• Demonstrates sound judgement and proficiency in making well-informed decisions;
• Ability to maintain professional composure with a positive attitude and multitask in a high-paced, reactive environment;

· Ability to manage physical requirements of the position for extended periods of time including the ability to comfortably lift and carry fifty (50) pounds (such as lifting and restraining large animals, lifting of large bags of pet food and buckets etc.), as well as scrubbing floors, cages, windows, etc.;

Working Conditions

· Exposure to zoonotic diseases, distressed and/or aggressive domestic and wild animals;

· Dealing with the public under a variety of circumstances;

· Fast-paced and emotionally charged environment; and,

· Handling various chemicals and medications.

Job Types: Full-time, Part-time, Permanent

Pay: From $20.90 per hour

Benefits:

• Dental care
• Discounted or free food
• On-site parking
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Experience:

• Customer Service: 1 year (preferred)

Work Location: In person