Client Service Representative

Love helping animals and people?

Are you passionate about delivering exceptional care to animals and eager to advance professionally in the veterinary field?

At United Vision Pet Partners, we believe in fostering a culture of continuous learning, teaching, and growth. The hospital owners are all veterinarians who will be working alongside you. We’re a privately owned, collaborative community dedicated to advancing our knowledge and skillsets. This allows us to provide exceptional care to our patients as well as compassionate support for their loving families.

Our ideal client service representative candidate will enjoy listening empathetically to pet owners and providing exceptional customer service. Applicants must have excellent communication skills including the ability to deescalate tense conversations.

The right candidate will be motivated, reliable, and seek collaboration to get tasks done.

Our goal is to provide the finest veterinary care to the pets we treat and to extend kindness and consideration to their owners. Each and every person, from doctors to kennel technicians will perform their duties in a conscientious, compassionate and professional manner. Working at United Vision Pet Partners will provide the opportunity to further your skills in all aspects of veterinary medicine. Our friendly environment encourages teamwork and continuing education.

Training will be provided for all aspects of this position, but previous veterinary medicine and client service representative experience is preferred.

Key Responsibilities:

Client Interaction:

• Warmly greet clients and visitors, creating a welcoming and peaceful atmosphere.
• Obtain and update client information accurately, including contact details and pet records.
• Listen attentively to client concerns, inquiries, and appointment requests.

Appointment Scheduling:

• Schedule urgent care appointments for pets with empathy and urgency.
• Coordinate with the veterinary staff to prioritize emergency cases promptly.

Financial Discussions:

• Provide transparent cost estimates for services and discuss payment options compassionately.
• Skillfully navigate financial discussions, addressing client concerns with empathy.

Effective Communication:

• Answer incoming calls and respond to emails promptly and empathetically.
• Address client inquiries, providing detailed information on services, policies, and procedures.
• Set appropriate expectations for clients when taking messages.

Patient Records Management:

• Maintain and update electronic and paper patient records meticulously.
• Ensure client and patient information is treated with the utmost confidentiality.

Crisis Management:

• Remain calm and composed during emotionally charged discussions or crises.
• Exercise empathy and understanding when dealing with distressed clients.

Client Relations:

• Cultivate and maintain positive relationships with clients and their pets.
• Handle client concerns or complaints professionally, escalating issues when necessary.
• Be supportive of hospital policies and assist owners with understanding and abiding by our guidelines.

Hospital Management:

• Contribute to efficient inventory control, including organizing and stocking of supplies.
• Maintain a clean and tidy work environment, taking part in daily cleaning and disinfecting protocols.

Team Collaboration:

• Collaborate seamlessly with veterinary technicians and veterinarians to coordinate patient care.
• Effectively relay client messages and concerns to the veterinary team.

Administrative Tasks:

• Complete administrative duties with precision, including filing, data entry, and maintaining a welcoming reception area.
• Assist with additional computer tasks, as needed.

Location: In person at 42 Alpha Drive, Newtown Square, PA, 19073

Job Type: Full-time

Schedule: May vary. Open Hours are 8am-8pm Monday to Friday to start, expanding to 7 days per week when caseload allows.

• High school diploma or equivalent; additional education in veterinary or customer service is advantageous.
• Prior experience in a veterinary clinic, urgent care or specialty/ emergency hospital setting, or customer service role is highly preferred.
• Exceptional communication and interpersonal skills with an emphasis on empathy and compassion.
• Strong organizational skills and meticulous attention to detail.
• Proficiency in using veterinary software and office tools (e.g., scheduling software, MS Office).
• Demonstrated ability to remain calm and composed during heated discussions and crises.
• Genuine passion for animal welfare and a commitment to providing exceptional customer service.