Client Service Specialist

WHO YOU ARE

*You love animals. Dogs, Cats, Birds, turtles, lizards, it does not matter, you know you are the voice for animals as they do not have one. You will advocate for them.

*You are passionate about client education. You recognize that clients do not know, what they do not know. You are the pets advocate and you need to educate their care givers on how to best care for them, even if you’ve explained the same thing 20 times already that day to other care givers.

*You are reliable, punctual, and generally upbeat. You embrace change.

*You look back on a rough day and realize the day wasn’t all bad, it was just a few moments in the day that were bad. Perspective is everything to you.

*You work collaboratively and enjoy learning new things.

*You are not afraid to speak up if you do not know how to do something.

*You work well under pressure. You are able to confidently do your job and ensure accuracy with a room full of people watching you.

*You enjoy serving the public. You do not mind having to explain things to people and you enjoy booking appointments, and answering their questions.

BENEFITS WE OFFER

· Full support and career development resources to expand your skills, enhance your expertise, and maximize your potential along your career journey.

· A diverse and inclusive team of belonging, where each team member is empowered to bring their ideas to the table

· Generous total rewards package which includes discounted vet services, paid time off, continuing education packages, 403B, and health/vision insurance.

$17/hr. following a successful 60/90/120/180 day metric review and training a raise to $18/hr may be earned.

The Client Services Specialist provides exemplary, front-line customer service for Norfolk SPCA Veterinary Clinic clientele, as well as Adoption Center customers. This position communicates extensively with the public about pet wellness measures and veterinarian-recommended treatments. This position also performs data entry, appointment scheduling, financial transactions, and record keeping in a fast-paced environment.

Responsibilities:

· Ensures daily readiness of public service areas; maintains cleanliness and appearance of service areas in accordance with established standards

· Facilitates client/patient check-in and check-out for vaccine, wellness, and surgery services

· Enters invoices, processes payments, and relays necessary information and instructions to the client

· Communicates thoroughly and accurately about available services and preventative products

· When appropriate, acts as liaison between client and veterinary staff regarding service questions or disputes

· Models courteous and respectful customer service at all times; demonstrates empathy for customer, particularly during difficult exchanges

· Handles all animals humanely, properly and with compassion, including those that may be sick, injured or feral

· Practices and maintains open and honest communication

· Follows established procedures governing safe work practices including wearing protective clothing or equipment when necessary

Requirements:

College Degree in any field

· Reliable, punctual, and available to work variable hours/schedule in accordance with organization’s needs.

· Minimum 1 year customer service experience; preference given to veterinary/animal settings.

· Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with veterinary and/or shelter specific software a plus.

· Ability to maintain professional work standards across variable working conditions, including rotating co-workers and alternate work sites.

· Excellent oral and written communication skills; ability to maintain confidentiality; must have ability to work collaboratively with external and internal customers and departments.

· Must be able to lift and carry up to 50 lbs; must be able to work standing or walking for extended time periods.

· Possess a valid VA Driver’s License.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Norfolk, VA 23518: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person