Client Services Representative (Full-Time)

Description

Reports to Hospital Manager

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do – but how we do it.

The Richmond SPCA’s Susan M. Markel Veterinary Hospital is a full-service, low-cost hospital with a mission to provide quality, accessible care to our community. On our hospital team, client service representatives foster meaningful relationships with community members and pets in need. CSRs communicate directly with clients to gather records, schedule appointments, welcome pets and their people to our hospital, and handle payment for our low-cost services. CSRs are the face of our hospital, and hugely impact the experience our clients have while seeking and utilizing our services.

Essential Functions

• Welcome clients to our hospital, assist clients with appointment flow, and handle money and complete payment transactions
• Communicate with hospital clients via phone, email, and in person to schedule appointments and provide education and counseling to clients, as appropriate
• Enter data into patient charts and maintain client confidentiality
• General cleaning, restocking, and upkeep of workspace and hospital lobby including sweeping, dusting, mopping, emptying trash, and restocking supplies
• Participate in all required trainings and meetings
• Other related duties as assigned

Qualifications, Skills and Expectations

• Alignment with the Richmond SPCA’s mission to achieve and sustain a no-kill community including promoting pet adoption and spaying/neutering
• Effective, professional, and empathetic customer service skills and communication (written and verbal) with the public, volunteers, and all Richmond SPCA employees
• Attitude that contributes to a welcoming, accessible, compassionate, and respectful atmosphere
• Ability to multi-task, follow directions (written and verbal), adapt, and accommodate changing demands productively
• Computer skills and ability to learn new computer systems; knowledge of DaySmart Vet a plus
• Ability to work in a high volume, fast-paced environment
• Strong work ethic, reliability, punctuality
• Commitment to the wellbeing of clients and pet patients
• Comfort handling/learning to handle both dogs and cats and placing animals in cages/carriers
• Ability to provide productive feedback to management
• Resourcefulness and ability to work independently in a mature, professional, and productive capacity
• Team-oriented mindset with the ability to recognize a need for assistance and ask for help
• Strong time management and prioritization skills
• Experience working in the veterinary field preferred, but not required
• Fluent in English and Spanish or Arabic (speaking and writing) preferred

Requirements

• Weekday availability; early morning and evening availability required (no nights or holidays)
• Be 18 years of age or older
• Have reliable transportation, including during inclement weather

Physical Job Requirements

• Able to work around animals (including those who are sick or injured or who have behavior challenges), loud noises, cat litter, animal waste, and various chemicals
• Able to sit or stand at phone bank and use a computer for several hours at a time
• Have physical strength to perform cleaning duties effectively and efficiently

Work Environment

• Supportive, collaborative team environment that encourages and celebrates creativity and resourcefulness
• Client-facing role including interactions in person, on the phone, and through email communication
• Potential for animal bites and scratches and zoonotic disease (transmitted from animals to people)

Richmond SPCA employees are eligible to become clients of our low-cost, full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15+ hours per week are eligible for voluntary (employee-paid) benefits including accident insurance, hospital indemnity and critical illness insurance. Employees who average 20+ hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave.

Full-time employees are eligible for insurance benefits, including medical, dental, and vision, life insurance, short-term and long-term disability, and paid personal leave.

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.