Client Care Specialist - Angell West

Client Care Specialist - Angell West

Client Care Specialist (CCS) - Veterinary Hospital - Full Time, Five 8hr shifts, including rotating weekends and holidays Be the First Face of Compassionate Care Love animals? Thrive under pressure? Want a role where your work truly matters? As a Client Care Specialist (CCS) at MSPCA–Angell West, you're the heartbeat of our client experience. You're the first person pet owners meet during some of their most emotional moments — and the steady, compassionate presence that helps them feel supported from the moment they walk through our doors. This is your chance to join one of the most respected veterinary hospitals in the country and make a real impact every single day.

What You'll Do

• Deliver an Exceptional Client Experience
• Welcome clients with warmth, empathy, and professionalism
• Check in appointments, emergencies, and specialty cases
• Keep clients informed with clear, confident communication
• Answer phones and respond to inquiries with accuracy and care
• Own the Admission & Discharge Process
• Verify client information and review estimates
• Process payments and reconcile your cash drawer
• Coordinate smooth, stress‑free discharges with clear instructions
• Support pet food sales, stocking, and prescription food pickups
• Support a High‑Performing Veterinary Team
• Collaborate closely with veterinary staff, supervisors, and managers
• Help onboard and mentor new team members
• Stay flexible and focused in a fast‑moving, high‑stakes environment
• Follow safety protocols and report concerns promptly
• Grow Your Expertise & Leadership
• Register emergency, referral, and unscheduled patients
• Gather essential clinical details for triage
• Explain emergency workflows and financial expectations
• Coordinate communication between clients and veterinary teams
• Provide updates to clients with hospitalized pets
• Prepare and present estimates for planned and emergency admissions
• Collaborate with veterinary staff to clarify estimate details
• Assist Billing and Front Office teams with financial services and payment options
• Serve as a financial liaison during admissions

What You Bring

• 1–2 years of customer service experience
• Strong communication skills — clear, compassionate, confident
• Ability to stay calm, organized, and focused in high‑energy environments
• Comfort with computers, phones, scanners, and multitasking
• Ability to stand for long periods and lift up to 40 lbs
• A genuine passion for helping animals and the people who love them

How We Work: Our Values in Action

Client Services Core Values

• Assume Positive Intent — Lead with trust and empathy
• Be Solutions‑Oriented — Don't just spot problems; help solve them
• Be Mindful; Be Present — Focus on the task at hand, follow through and do it well
• Respect — For clients, colleagues, and yourself
• Ownership — Take responsibility and take pride in your growth

MSPCA Organizational Values

• Compassion
• Integrity
• Positivity
• Service
• Excellence
• Collaboration

These values guide how we treat clients, animals, and each other every day.

Compensation

Starting pay: $21-22/hour candidates hired for second shift will receive an additional $2.50/hr shift differential. Please note that candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications

Benefits

• Blue Cross PPO medical, dental, and vision
• Life and disability insurance
• 403(b) retirement plan
• Tuition reimbursement
• Paid holidays, sick time, and vacation
• Employee discounts on pet care and food
• Free on‑site parking

Why MSPCA–Angell?

Founded in 1915, MSPCA–Angell is internationally recognized for excellence in veterinary medicine, education, and compassionate service. We provide primary care, 24/7 emergency services, and specialty care for dogs, cats, and exotic pets. Joining our team means joining a mission — and a legacy. Make Your Passion Your Career If you're ready to bring your customer service skills into a role where every day offers the chance to help animals and the people who love them, we'd love to meet you.

Qualifications

Education

• Required: High School or better.
• Preferred: Associates or better.

Experience

• Required: Please attach a cover letter for this position to highlight your written communication skills. A minimum of 1 year of previous customer service experience required.

Licenses & Certifications

• Required: MA-License Equal Opportunity Employer