The Client Services Representative (CSR) maintains exceptional customer service care and everyday functions of the San Francisco SPCA’s Pacific Heights campus 24-hour veterinary hospital. The CSR will directly report to the Client Services Manager and is responsible for being a proactive, knowledgeable point person with superior communication experience and a passion for promoting and administrating quality client to practice relationships. The successful candidate will be responsible for maintaining outstanding customer service while promoting and demonstrating our Core Values to our Community and Team Members.
Essential Duties and Functions:
Responsible for creating a welcoming atmosphere of the hospital lobby and reception area, including a positive and upbeat demeanor in all your interactions with both clients and staff.
Receive all visitors warmly and enthusiastically direct visitors to the appropriate areas of Pets Unlimited.
Greet and check-in clients in a courteous, professional manner.
Create and maintain appropriate and accurate patient files, paperwork and computer records for office visits.
Assist in the patient intake and discharge process involving payments for medical services, pharmacy prescriptions and retail items.
Actively engage in client outreach including follow-up calls and answering client inquiries concerning finance and records.
Ability to articulate further medical treatment and prescription information assigned by the doctor.
Ensures prompt, professional and compassionate communication with clients regarding the financial aspect of veterinary care.
Responsible for financial transaction reconciliation four times a day, including end of day reconciliation.
Maintains complete understanding of hospital policies and procedures
Proactive with proposed solutions to any hospital policies and procedures which are not meeting their intended purpose.
Assist clients with solving problems, including compassionate empathy in stressful situations.
Ability to understand and respond appropriately to clients and pets that are experiencing physical and emotional trauma.
Schedule appointments with the use of our veterinary software.
Ability to work varied shifts including day or swing in a 24 hour hospital environment
Maintain house keeping duties and checklist to ensure the hospital facilities remain clean and sanitary.
Encourages client feedback through our client satisfaction surveys.
Ability to support our mission, vision and values by providing exceptional customer service.
Skilled at encouraging our clients to contribute monetary funds to our critical needs Adoptions and charitable programs.
Practices and encourages the humane treatment of animals
Provides quality customer service to staff, volunteers, and clients while actively promoting our mission, services, programs and events
Promotes donation and giving opportunities as appropriate
Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society
Ensures a safe work environment, following all safety guidelines and modeling safe work practices
Takes immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk
Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols. Participate in keeping the SF SPCA campus clean and well maintained
Diversity and Inclusiveness
Work effectively with individuals and colleagues from diverse communities and cultures
Facilitate open, direct communication throughout the Society.
Embrace and promote the Society’s BLISS direct communication program.
Reporting Relationships and Contacts:
Reports to the Client Services Manager- Pacific Heights Campus.
Physical Requirements and Work Environment:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
Work is performed in a shelter/animal hospital setting
Frequent bending, reaching, kneeling, and climbing stairs to facilitate client care
Frequent pushing, pulling, lifting and carrying animals weighing up to 50 pounds with reasonable accommodation
Regular sitting at a computer workstation 6-8 hrs per day to input patient data
Exposure to disinfectant solutions when in kennel & treatment areas
Subject to animal bites and scratches while handling animals
Consistent exposure to animals and animal allergens under conditions with limited alternatives available
Education and Experience:
High School Diploma or GED equivalent required.
A minimum of 2 years of college education or 2 years of related experience preferred to qualify for this position
Bilingual in Spanish
Additional Veterinary Hospital experience will be an advantage.
Must be available to work weekends, nighttime, holidays and overtime as needed.
Knowledge, Skills and Abilities:
Excellent customer service skills and the ability to resolve conflict.
A friendly, constructive personality.
High level of enthusiasm while maintaining a professional presence.
Independent, self-starter with superior organizational and communication skills.
Excellent attention to detail and time management.
Ability to multi-task and prioritize within a fast-paced environment and maintain composure.
Able to work flexible hours
Ability to communicate with clients, co-workers in a courteous and professional manner.
Maturity, good judgment and professional personal appearance
Skill in operating various software programs such as ImporMed Infinity, MS Office, Excel and Word
Knowledge of Veterinary practice, preferably in an emergency/critical care environment.
Affection for animals and concern for their welfare
Responsible to promote retail product merchandise.
Ability to lift and move objects and animals up to 50 pounds for short distances.
The starting salary for this position is $16.00 per hour. There is a $1 differential offered for the open bilingual position.
Full-time and Part-time positions (20+ hours) employees are eligible for full benefits package including: paid time off, medical, dental & vision insurance, life insurance, tax-deferred retirement plan, pre-tax commute expense deductions, discounted veterinary care, employee discount on retail, pet supplies, and dog training classes.
The SF SPCA is an Equal Opportunity Employer and welcomes applications from individuals who contribute to our diversity. We are an at-will employer and conduct pre-employment background checks and drug screening. This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.