Client Services Representative - Bilingual (Spanish)

Description

Reports to Manager of Client Services

The Richmond SPCA is a non-profit organization located in the heart of Richmond, Virginia. As a leader in the field of animal welfare, we are cultivating a community committed to saving, protecting and enriching animal lives with a mission to provide education and resources to achieve and sustain a no-kill community. Annually, we rescue, rehabilitate and find homes for about 4,000 homeless animals while also providing our region with vital safety net programs designed to keep thousands of pets in loving homes and out of shelters. Our values of collaboration, creativity, honesty, inclusion and respect guide not only what we do – but how we do it.

Client service representatives play an essential role in our mission. These team members are key to fostering meaningful relationships with community members and pets in need. CSRs are the face of our hospital, and hugely impact the experience our clients have while seeking and utilizing our services.

Essential Functions

• Excellent customer service skills; effective, empathetic communication with clients via phone, email, and in-person
• Scheduling of appointments and assisting clients with appointment flow
• General cleaning, restocking and upkeep of workspace: sweeping, dusting, mopping, emptying trash, restocking supplies and maintenance of existing organizational systems
• Comfort handling/learning to handle both dogs and cats and placing animals in cages/carriers
• Entry of data into patient charts with respect to client confidentiality
• Scheduling appointments, education/counseling of clients as appropriate
• Handling of money and completion of payment transactions
• Participation in all required trainings and meetings
• Other related duties as assigned

Requirements

• Adaptability in daily routine
• Ability to work in a high volume, fast-paced environment
• Reliable transportation including during inclement weather
• Be 18 years of age or older
• Early morning and evening availability required (no nights, weekends or holidays)

Qualifications, Skills and Expectations

• Fluent in English and Spanish (speaking and writing)
• Ability to multi-task
• Willingness to follow directions and to provide productive feedback to management
• Strong work ethic, reliability, punctuality
• Commitment to the wellbeing of clients and patients
• Resourcefulness and ability to work independently at times
• Team-oriented mindset with a willingness to communicate
• Time management, prioritization skills
• Strong computer skills and ability to learn new computer systems
• Experience working in the veterinary field preferred (not required)

Physical Job Requirements

• Able to work around animals (including those who are sick or injured or who have behavior challenges), loud noises, cat litter, animal waste, and various chemicals
• Able to sit or stand at phone bank and/or computers for several hours at a time
• Willing to work in all weather conditions

Work Environment

• Rapid pace with limited exposure to potential hazards including animal waste and disinfectants
• High levels of noise at times
• Potential for animal bites and scratches and zoonotic disease (transmitted from animals to people)

All employees are eligible to become clients of the low-cost, full-service Susan M. Markel Veterinary Hospital of the Richmond SPCA. Employees who average 20+ hours a week can participate in our 401(k) retirement plan and have access to paid wellness leave.

Full-time employees are eligible for insurance benefits, including medical, dental, and vision, life insurance, short-term disability, and paid personal leave.