Client Service Agent

Job Summary

The Client Service Agent (CSA) under the direction of the Assistant Director, Community Veterinary Services will be responsible for administrative tasks within the public veterinary service department of the Toronto Humane Society. The CSAs are additionally responsible for answering inquiries about the clinic.

Job Duties

• Counsel members of the public and clients on species-specific animal welfare and services available
  • Including, but not limited to, husbandry, training, medical health, behaviour, and enrichment techniques
• Engage with clients and possible clients in a manner consistent with the Toronto Humane Society values, mission and policies
• Direct and counsel members of the public to the best available service for their needs; striving for a solution that keeps animals and their guardians together
  • Maintaining and ensuring counsel for humane treatment at all times
• Responsible for opening/closing cash drawers and preparing administrative areas for daily operations
• Responsible for accepting payment for services and issuing receipts
  • Provide refunds if and when required
• Provide excellent customer service in a non-judgemental and engaging fashion
  • handle complaints or difficult interactions independently and document required interactions within our shelter software or CRM systems
• Adhere to all medical policies and recommendations of the Toronto Humane Society and provide information to clients surrounding veterinary care topics (vaccinations, parasite control/prevention, sterilization, microchipping, etc.)
• Collects information and reviews requests for owned animal medical care, via phone messages, email, and written communication
• Communicate with agency partners when required
• Maintain a strong understanding of the public veterinary services and programs, including but not limited to; vaccinations, surgical services, preventative health care, euthanasia, Trap/Neuter/Return
• Responsible for recording all client, patient, and medical information into our online database and preparing medical certificates and informational packages to clients for discharge
• Responsible for ensuring privacy of confidential client information (following PIPEDA legislation), maintaining meticulous medical and communication records when creating, updating, and filing patient records
• Understand both pre-operative and post-operative instructions and be able to communicate these instructions to clients over email, phone, and in person; during one on one client consultation as well as large group information settings
• Work together with other client service agents, and medical staff to ensure optimal patient care
• Maintain a professional appearance, demeanour, and attitude at all times.
• Schedule appointments for clients in accordance with all designated protocols over the phone, in person and by email.
• Be aware of and work within the regulations of all THS policies and protocols.
• Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society
• Work in compliance with the provisions of the OHSA and its regulations including understanding and adhering to the requirements of the Health and Safety Manual and any other rules and regulations established by THS.
• Other duties as required in the day-to-day operation of the society

Job Requirements

• High school diploma or equivalent
• 1 year of experience in a customer services role preferred
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Ability to adapt to new technology
• Ability to remain calm and professional in urgent/demanding situations
• Maintain a professional appearance, demeanour, and attitude at all times
• Meticulous records maintenance & revenue handling skills
• Ability to ensure workspace, daily workload, and records are organized and quickly accessible at all times
• Strong knowledge of operational and patient care protocols (with the ability of referencing these materials promptly at all times)
• Ability to deal with the public sensitively, tactfully, diplomatically, and professionally at all times (in person, over the phone or by email)
• Ability to effectively communicate both verbally and in writing
• Ability to triage, multitask, and work with upmost efficiency Ability to work individually as well as part of a team
• Proficient in Microsoft Office programs (including Word, Excel, and Outlook)                                                                                                                                     

Work Conditions

• Flexible hours, including nights, weekends, and holidays.
• Occasional overtime.
• Intermittent physical activity including walking, standing, sitting, and lifting.
• Operation of desktop computer, phone, lobby television, and peripherals.
• Extended periods of sitting, repetitive clerical tasks or answering phone calls.
• Interaction with employees, management, and the public at large.
• Working in a busy environment with frequent interruptions.
• Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, wetness, noise extremes, hazardous materials, toxic agents, animal/wildlife attacks, animal bites, disease, pathogenic substances, or rude/irate customers.