Position Description Client Care Representative

Position Overview

The role of the Client Care Representative (CCR) is to strengthen the human-animal-veterinary bond through exceptional care. Your role is vital to the success of our hospital as you are the first and last contact the client has with us whether it is in person or on the phone. As a representative of our clinic it is your primary job to ensure that the client and their pet feel welcomed, expertly cared for and immensely appreciated.

Reporting Structure

This position reports to the Lead CCR or the Practice or Office Manager.

Educational Requirements

High school diploma is required. Previous customer service experience or graduation from an approved Veterinary Assistant Program is required.

Skills

Excellent verbal and written communication skills are a must. Ability to work with a variety of typical office equipment such as a computer and multiple types of software and social media tools, phone, fax, email, etc. is required. Prior knowledge of or the ability to learn medical terminology and veterinary software programs is required. Individuals must be able to work equally effectively with or without supervision, have outstanding attention to detail, excellent organizational skills, and the ability to connect with people in a genuine, friendly and compassionate manner.

Working Conditions

Must be able to tolerate unpleasant odors, noises, the site of blood and other bodily fluids, and may be exposed to contagious diseases or injury as a result of animal handling. Must be able to lift up to approximately 40lb and spend extended time standing. Emergency and/or difficult situations may arise where you must be able to remain calm and focused under pressure.

Responsibilities

As a CCR your job involves aspects of client care, administrative duties, hospital cleanliness, and animal care. Duties involved in each of these areas include but are not limited to:

Client Care





Greet clients immediately and assist them with anything they need; whenever possible come out from “behind the desk” to greet the client and their pet; have thorough knowledge of hospital policies, the steps involved in common procedures, and a sound knowledge base of routinely purchased foods*, over the counter products and retail supplies in order to reinforce prescriptions from DVM’s; understand proper telephone etiquette to handle client inquires, schedule and confirm appointments, and complete patient recalls in a timely manner; prepare information packages, client emails, and direct clients to relevant, approved resources (website, etc.); able to appropriately direct client concerns and ensure that all questions have been or will be answered in a timely manner and to the client’s satisfaction; ensure client/patient confidentiality at all times; deal with upset or difficult clients in a tactful and respectful manner; handle administrative tasks surrounding end of life including preparing, sympathy cards, etc.; represent the clinic in an enthusiastic and positive light at all times.

Administrative Duties

Perform daily cash procedures such as open, close, and midday balancing checks; prepare

client invoices and handle product returns; input client and patient data; prepare and discuss

estimates and associated fees; communicate via email, social media accounts, and/or fax;

prepare and maintain patient and client records and all of the documents contained within such

as certificates, consent forms, insurance forms, dog registration, etc.; other administrative duties

as requested.

Hospital Cleanliness

Ensure the reception area is free from debris, clutter,



hazards, and odour at all times; ensure

environmentally friendly practices are being adhered to; stock and rotate food, supplies, client

information brochures and other literature; other cleaning duties as requested.

Animal Care

Greet all pets appropriately and by name; retrieve pertinent client/pet information upon arrival;

weigh pets; direct clients and pets to appropriate area/control traffic; assess patients upon

arrival and alert a veterinarian or technician if an animal or owner is in distress; understand

proper isolation protocols for animals with suspected contagious conditions; recognize and

understand patient body language; ensure proper handling and storage of patient samples

brought into the clinic for analysis.

General

The Client Care Representative effectively communicates with all team members; has a good

grasp on how to access/utilize commonly used tools for communication such as the computer,

email, fax, etc.; is involved in receiving and stocking food and supply orders; follows all

protocols put in place for a safe, environmentally friendly workplace; understands the principles

of proper medical record keeping and upholds the necessary standard; deals tactfully and

respectfully with all difficult situations that arise; maintains patient confidentiality at all times;

attends all team building and training sessions; contribute positively to the hospital environment;

shows respect, empathy, and kindness to all clients, patients, and co-workers; is always an

advocate for the animal.

Other duties and responsibilities may be added from time to time.

Pay: $17.60-$22.00 per hour

Expected hours: No less than 30.0 per week

Benefits:

- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- Paid time off
- Profit sharing
- RRSP match
- Store discount
- Vision care
- Wellness program

Work Location: In person

📌 Veterinary Client Care Representative (Old Toronto)
🏢 VetStrategy
📍 Old Toronto