Client Service Representative

East Bay SPCA (EBSPCA) is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. We strive to eliminate animal cruelty, neglect, and overpopulation by providing programs and education that support people and companion animals. EBSPCA is one of the nation's oldest humane organizations, in operation since 1874, and receives no funding from any national organizations. You can find more information about EBSPCA on our website at www.eastbayspca.org

The Client Service Representative is the primary contact for veterinary clients. They assist clients to understand the importance of veterinary care. They are responsible for providing excellent customer service and support to fellow team members. The Client Service Representative has an integral role in the success of the East Bay SPCA's mission to support the human-animal bond for residents of Alameda and Contra Costa counties. Through dedicated teamwork, this position has a direct positive impact on animal welfare in the local community.

Daily responsibilities include greeting and processing clients, answering phone calls as needed, communication via email, text messaging and practice management software, scheduling appointments, daily reconciliation of all transactions, accuracy of client records, educating the public on general health care and ensuring that excellent people care is delivered at all times.

Category: Full-time; Non -Exempt

Location: Oakland

Reports to: Community Medicine Manager

Salary Range: $23 - $25

Benefits: East Bay SPCA offers a comprehensive benefits package designed to support the wellbeing and future of our employees. Medical and dental benefits are fully covered, along with optional vision coverage. Employees can plan for their future with a 401(K) Retirement Plan featuring a 3% company contribution, life insurance, short-term and long-term disability insurance, and an Employee Assistance Program. The company also provides generous paid time off, starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years, plus 8 paid holiday hours annually and an additional personal holiday after one year. Employees enjoy extra perks such as the Pets at Work Program, waived pet adoption fees, discounted veterinary care, behavior and training classes, up to $75/month public transit/vanpool commuter reimbursement, and various industry discounts, including Pet Food Express.

Responsibilities

• Acknowledge and greet all clients in a professional and timely fashion.
• Maintain flow of clinic ensuring clients needs are being tended to.
• Properly and accurately prepare all client records.
• Accurately prepare invoices for clients in the clinic.
• Handle all financial transactions and reconcile client files as needed.
• Answer telephone calls promptly and professionally.
• Correspond via email promptly and professionally.
• Schedule all clinic appointments.
• Make appointment reminders and follow-up calls.
• Obtain the files for all appointments scheduled for the next day and make them available to the veterinarian for review.
• Maintain a well-organized, clean, and well stocked reception and office area.
• Clean and maintain the front lobby area(s).
• Educate the clients on general animal care and welfare within the scope of EBSPCA's training and as approved by the veterinarian and veterinarian staff.
• Process all forms and other paperwork required for intake, discharge and completion of medical records.
• Prepare prescription labels.
• Reconcile the financial transactions to submit each day.
• Enter client/patient data into the computer and perform other related computer functions, as needed.
• Provide general office support such as typing, filing, sorting material, preparing forms.
• Assist with vaccine clinics, including practicing safe animal restraint.
• Transport animals between Baldwin and Hegenberger locations.
• Perform other duties as requested.
• Perform any other tasks as assigned.

Expectations

• Accurate accounting of financial transactions throughout the day and submitted to accounting department.
• Excellent attendance.
• Ensures that appointments will be scheduled to meet optimum numbers and balances.
• Messages are responded to in an expedient professional manner.
• Professional and friendly interactions with clients at all times. Reception, office areas, and front lobby will be kept neat, clean, and organized.

Qualifications

• High School Diploma or Equivalent.
• Minimum two years of experience in a customer service role.
• Must be able to safely lift 25 pounds without accommodation.
• Basic math and writing skills, including the ability to use grammatically correct English and accurate cash reporting.
• Competent use of Windows-based software, including word processing, basic spreadsheet, email, and web search, to effectively use the practice management software program.
• Veterinary or animal field experience preferred.
• Ezyvet experience preferred.
• Treats all animals humanely, with compassion and concern, both on and off the job, and transmits these values to others.
• Multilingual fluency preferred.
• Proven organizational skills and demonstration of excellent written and verbal communication skills with diverse communities.
• Pre-employment background check and drug screening required.
• Reliable personal transportation, and a valid CA driver's license to travel between clinic locations required.

Working Conditions

• Work is performed in an animal shelter and veterinary clinic environment with exposure to seasonal outdoor conditions.
• Animal contacts and related injuries, including bites and scratches, may occur.
• Must be comfortable handling dogs and cats on a daily basis. Will handle sick, injured, or deceased pets.
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.
• Animal waste contact, smells and visual exposure is prevalent.
• Frequent exposure to and/or handling of industrial cleaning supplies and controlled substances.
• Occasional lifting up to 75 lbs. with reasonable accommodations.
• Frequent walking, bending and stooping in kennel areas with extended sitting and typing at a desk.