Client Care Coordinator

HSCC's Client Care Coordinator is responsible for providing an excellent customer experience for our Community Pet Clinic clients. They share HSCC's commitment to providing high-quality, low-cost veterinary care to under-resourced populations, and the humane treatment of animals. They perform daily customer service duties, including scheduling, client check-in and check-out, and answer clinic inquiries both via email and phone. The position requires excellent written and verbal communication skills, the ability juggle tasks, and a friendly customer service demeanor. Experience in a veterinary clinic or animal care facility is helpful but not required. This position does requires in-person work at the Humane Society location in South Burlington. 

ESSENTIAL FUNCTIONS 

• Greet all CPC clients and patients in a friendly, courteous, and helpful manner, ensuring correct information is communicated between clients and clinic staff
• Check out all CPC clients in a friendly and helpful manner, including verbally reviewing post-operative instructions and taking payment for services
• Approve online scheduling requests through our CPC database, including determining pricing tiers and updating client files as needed
• Manage all scheduling for both the Old North End satellite location and the HSCC surgery location, including emergency surgery requests
• Manage euthanasia requests and scheduling from members of the public
• Answer and return phone calls and emails to the CPC cell phone, HSCC front desk, and wellness email account
• Take deposits over the phone when needed, and manage in person cash deposits, with oversight from the Finance Director
• Arrange pickup and payment of medications as directed by the CPC veterinarian
• Create estimates and send to clients with clear information about pricing and services
• Communication with outside veterinary clinics for acquisition of client records, including uploading client records to Daysmart in a timely manner
• Manage partnerships and agreements with other rescue agencies for spay/neuter services
• Assist with clinic promotions and marketing materials
• Educate CPC clients about basic veterinary care, recommended vaccines and services, and triage when to refer clients to other practices (i.e. urgent care or emergency)
• Accurately process and document all clinic sales and donations and perform end of day sales reconciliation
• Manage client documentation and approval, scheduling, and funds tracking for all CPC grant programs
• Maintain updated client care SOPS, protocols, and training materials
• Maintain supply of educational materials and handouts
• Occasional handling of animals (both dogs and cats) may be required
• Other duties as assigned

REQUIREMENTS  

• High School Diploma (required), Associate’s Degree (preferred)
• 2 years of customer service experience
• Excellent customer service, written, computer, and verbal communication skills
• Experience in a veterinary hospital, animal welfare organization, or animal care facility is helpful
• Ability to receive direction and guidance and work well under pressure in emotional situations
• Commitment to superior animal care and humane treatment of animals
• Commitment to and interest in providing high-quality, low-cost veterinary care to under-resourced populations 

 PHYSICAL REQUIREMENTS

• Ability to bend, twist, and to lift at least 40lbs
• Ability to handle animals, occasionally including large canines
• Extended periods of sitting with computer work and phone work

 WORKPLACE ENVIRONMENT

• HSCC is a busy animal shelter environment with frequent noise and with the presence of animal dander and potential allergens
• Possible exposure to sick, under-socialized and/or reactive animals in addition to potential exposure to parasites and infectious disease
• A variety of cleaning agents are used in the facility to ensure cleanliness and the safety of animals and staff, as such use of personal protective equipment (PPE) in accordance with safety protocols may be required 

Salary : $20 - $23