Client Service Representative

San Francisco SPCA - San Francisco, CA4.3

Full-time$16 an hour
The Client Service Representative maintains exceptional client care and provides superior communication for clients of the San Francisco SPCA’s programs and services. This position is responsible for facilitating the administrative and customer service needs of both the medical staff and the general public. We are looking to fill bilingual (English and Spanish or Cantonese/Mandarin) positions.

Essential Duties and Functions:
Customer Service

Respond promptly and courteously to all requests from clients, medical staff, other departments, and community partners
Provide quality education to clients, volunteers, and staff while promoting our mission, services, programs and events
Provide prompt, professional and compassionate communication with clients in person and by telephone, fax or email
Maintain a full schedule of appointments and ensure that clients have been scheduled appropriately
Produce and maintain complete and accurate client and patient records using a computerized practice information management system
Perform general clerical duties as needed
Handle emergency situations quickly with good judgment and sensitivity
Practice and encourage the humane treatment of animals
Promote donation and giving opportunities as appropriate
Greet, register, and invoice clients for appointments and retail items
Assist the doctors and technical staff with client flow and interaction
Presents treatment plans, educate clients about available financial programs, and assess their eligibility while maintaining client confidentiality
Maintain clean and orderly appearance of the front desk areas, including lobbies and exam rooms
Upon request, help staff the pharmacy and dispense medications and provide client education about medications
Direct visitors and other community members to the appropriate departments
Process and organize items donated to the SF SPCA

Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society

Ensures a safe work environment by following all safety guidelines and modeling safe work practices
Takes immediate action to address any safety concerns that could put a staff member, volunteer, customer, animal, or the organization at risk
Maintains a clean, healthy, and sanitary work area; Follows all pest and rodent control protocols; Participates in keeping the SF SPCA campus clean and well maintained
Diversity and Inclusiveness

Work effectively with individuals from diverse communities and cultures
Open Communication

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

Physical Requirements and Work Environment:
Work is performed in a shelter/animal hospital setting
Frequent bending, reaching, kneeling, and climbing stairs to facilitate client care
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
Minimum one year of professional experience in a fast paced, customer service environment
Bilingual skills in Spanish/English.
Experience in animal welfare and veterinary medicine a plus

Knowledge, Skills and Abilities:
Commitment to the mission, values, goals, and success of the San Francisco SPCA
Strong computer skills including; word processing, spreadsheets and ability to master veterinary software as applicable to the Hospital and Spay/Neuter Clinic
Ability to communicate compassionately with animals and their guardians under difficult circumstances
Outstanding written and verbal communication skills
Flexibility, adaptability, aptitude for effectively prioritizing multiple tasks and a strong work ethic
Professional attitude and appearance
Comfortable working in the shelter & veterinary environment and willing to accommodate animals in the work place
The starting hourly rate for a full-time position is $16.00.

Regular, full-time and part-time (20+hours) positions are eligible for benefits package including: PTO and holiday pay, medical, dental & vision insurance, life insurance, long-term disability, 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.