Client Services Representative Susan M. Markel Veterinary Hospital (Part-Time) Bilingual in Spanish or Arabic preferred

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 4000 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.

The Richmond SPCAs Susan M. Markel Veterinary Hospital is a full-service low-cost hospital with a mission to provide quality accessible care to our community. On our hospital team client service representatives foster meaningful relationships with community members and pets in need. CSRs communicate directly with clients to gather records schedule appointments welcome pets and their people to our hospital and handle payment for our low-cost services. CSRs are the face of our hospital and hugely impact the experience our clients have while seeking and utilizing our services.

Essential Functions

• Welcome clients to our hospital assist clients with appointment flow and handle money and complete payment transactions
• Communicate with hospital clients via phone email and in person to schedule appointments and provide education and counseling to clients as appropriate
• Enter data into patient charts and maintain client confidentiality
• General cleaning restocking and upkeep of workspace and hospital lobby including sweeping dusting mopping emptying trash and restocking supplies
• Participate in all required trainings and meetings
• Other related duties as assigned

Qualifications Skills and Expectations

• Alignment with the Richmond SPCAs mission to achieve and sustain a no-kill community including promoting pet adoption and spaying/neutering
• Effective professional and empathetic customer service skills and communication (written and verbal) with the public volunteers and all Richmond SPCA employees
• Attitude that contributes to a welcoming accessible compassionate and respectful atmosphere
• Ability to multi-task follow directions (written and verbal) adapt and accommodate changing demands productively
• Computer skills and ability to learn new computer systems; knowledge of DaySmart Vet a plus
• Ability to work in a high volume fast-paced environment
• Strong work ethic reliability punctuality
• Commitment to the wellbeing of clients and pet patients
• Comfort handling/learning to handle both dogs and cats and placing animals in cages/carriers
• Ability to provide productive feedback to management
• Resourcefulness and ability to work independently in a mature professional and productive capacity
• Team-oriented mindset with the ability to recognize a need for assistance and ask for help
• Strong time management and prioritization skills
• Experience working in the veterinary field preferred but not required
• Fluent in English and Spanish or Arabic (speaking and writing) preferred

• Weekday availability on Mondays Fridays and one other weekday from 8 a.m. to 5:30 p.m. (no nights or holidays)
• Be 18 years of age or older
• Have reliable transportation including during inclement weather

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 use a computer for several hours at a time
• Have physical strength to perform cleaning duties effectively and efficiently

Work Environment

• Supportive collaborative team environment that encourages and celebrates creativity and resourcefulness
• Client-facing role including interactions in person on the phone and through email communication
• Potential for animal bites and scratches and zoonotic disease (transmitted from animals to people)

Richmond SPCA employees are eligible to become clients of our low-cost full-service Susan M. Markel Veterinary Hospital and have access to an Employee Assistance Program. Employees who average 15 hours per week are eligible for voluntary (employee-paid) benefits including accident insurance hospital indemnity and critical illness insurance. 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 and long-term disability and paid personal leave.

The Richmond SPCA is a qualified employer for the Public Service Loan Forgiveness Program.