Client Service Representative

Full-time: 30 - 32 hours/week with potential for more

Wage: $17.63/hour

Benefits: Medical, Dental, Vision, SIMPLE IRA, First Stop Health

Required: Minimum of 1 year of customer service experience in a fast-paced environment

Preferred: Minimum of 2 years of customer service experience in a fast-paced environment with a variety of client needs

Preferred: 1 year of animal handling experience, specifically with cats and dogs.

General

The Client Service Representative serves Animal Friends Alliance in a professional and courteous manner and provides quality client service at the spay/neuter clinic’s front desk and at vaccine clinics. This position requires learning policies and procedures and the ability to enter complete and accurate data into our computer system. This position requires confidence and the ability to work in a fast-paced, busy environment. Client Services Representative positions may be either full-time or part-time. 

Major Duties and Responsibilities:

• Provide high-quality, compassionate in-person and telephone client service.
• Educate clients about the Alliance’s recommended services based on their animals' age and health needs.
• Process vaccine- and surgery-related client information, enter data accurately into computer systems, and complete all required paperwork.
• Complete morning and closing tasks accurately and as assigned, including the daily deposit.
• Schedule client appointments by phone and through online scheduling software.
• Complete post-surgery follow-up calls accurately and on time.
• Greet and check in clients for vaccine and surgery appointments.
• Discharge cats and dogs following surgery. For dogs, mainly review the discharge instructions, but can bring dogs out to clients if they feel trained and safe to do so.
• Maintain disease-control protocols and clean public areas throughout the day, ensuring a safe, clean, and welcoming environment.
• Invoice clients for services rendered and process payments accurately.
• Sell retail products, encourage and accept donations, and accurately process both monetary and in-kind donations. 

Organization-Wide Duties:

• Treats animals humanely, with compassion and concern, both on and off the job, and conveys these values to others, in word and action.
• Represents Animal Friends Alliance in a professional and courteous manner at all times.
• Provides quality service to customers, volunteers, and staff, recognizing their individual contributions to Animal Friends Alliance. Monitors, supports, motivates, and champions volunteers and their work.
• Solicits monetary and in-kind donations by raising awareness of the organization's work, goals, and financial needs.
• Follows all safety rules to ensure a safe work environment at all times. Takes immediate action to address any safety concerns or noncompliance issues that could put an animal, employee, volunteer, visitor, or the organization at risk.
• Learns basic duties of other departments and supports other departments and staff.
• Monitors, supports, motivates, and accredits volunteers and their work.
• Understands and operates by Animal Friends Alliance’s core values.
• Regular and timely presence onsite.

Work Environment

• Work performed in an animal clinic setting
• Potential for exposure to zoonotic diseases and cleaning chemicals
• Potential for exposure to dangerous and fractious animals.
• Potential exposure to high noise levels when in kennel area.

Unusual Demands:

• Work is subject to frequent interruptions.
• Employee is subject to working weekends, holidays, and beyond the normal scheduled hours of work.
• Work may be performed outdoors with exposure to all weather conditions

Education/Experience:

Education

• Required: High school diploma or equivalent 
• Preferred: College degree

Experience:

• Required: Minimum of 1 year of customer service experience in a fast-paced environment
• Preferred: Minimum of 2 years of customer service experience in a fast-paced environment with a variety of client needs

Miscellaneous

• Valid Driver’s License: Required
• Sincere interest in Animal Friends Alliance’s mission & vision

Knowledge:

• Knowledge of Google Suite, including Gmail and Google Drive.
• Knowledge of Microsoft Office, including Excel
• Knowledge of ClinicHQ spay/neuter clinic software is a plus 

Skills:

• Effective verbal and interpersonal skills for in-person, written, and telephone communication, for interaction with the public and colleagues. 
• Ability to learn, retain, and communicate a wide variety of information.
• Excellent organizational skills. 
• High level of professionalism.
• Emotional intelligence, work ethic, and integrity.
• Basic computer skills.
• Detail-oriented.

Abilities:

• Able to understand and use a database.
• Able to prioritize duties and perform multiple tasks.
• Able to work in a high-stress, fast-paced environment. 
• Able to learn, retain, and communicate a wide variety of information.
• Able to work autonomously. 
• Able to plan, schedule, and organize multiple priorities and a high volume of work.

Physical, Sensory and Mental Requirements

Physical

Frequent

• Sit, stand, walk, Bend, Squat, kneel, crawl, reach above head, push/pull objects & reach above head.
• Lift & carry up to 50 pounds unassisted; over 50 pounds with assistance
• Exposure to marked changes in temperature 
• Exposure to hazards: Biologic, Chemical, Noise, Sharp instruments

Occasional

• Write legibly
• Climb
• Operate standard pedals in a company vehicle. 
• Use of microwave

Sensory Requirements:

Required

• Can hear normal tones
• Can hear soft tones
• Eyesight - Normal/corrected to 20/40
• Eyesight - Close eye work
• Eyesight - Color recognition

Important

• Can distinguish smells
• Can distinguish temperatures by touch/proximity

Not applicable

• Can distinguish tastes

Mental Requirements:

Required

• Ability to read, speak, and write English
• Ability to control emotions
• Ability to cultivate and project a positive attitude in the work setting, and when representing Animal Friends Alliance in public.
• Ability to work with controlled substances
• Ability to handle stress

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.