Job Title: Client Service

Department: Operations

Location: Garden Grove

Reports To: Clinic Manager

FLSA Classification: Non-exempt

Status: Part-time (up to 30 hours/week) 

 Posting Date: June 13, 2019

JOB SUMMARY

Our Client Service staff are the first and last impressions our communities experience at Golden State Humane Society, making these team players an invaluable part of our ongoing exceptional service. Caring for clients, facilitating front-end flow, communication with veterinary staff, and maintaining accurate data, our Client Service team is dedicated to upholding our high standards of care in a high-volume environment.

May become full-time position.

ESSENTIAL RESPONSIBILITIES/FUNCTIONS OF THE JOB/DUTIES

  • Top-notch client service

  • Awareness of client and pet needs

  • Ability to work calmly, patiently and compassionately with clients in various emotional states

  • Patiently answer and triage high-volume phone calls from clients

  • Client call backs in timely fashion

  • Client education

  • Schedule appointments and maintain proper documentation using Cornerstone software

  • Check-in clients

  • Monitor client flow from check-in to discharge

  • Monitor schedule and flow

  • Managing record requests between other hospitals and specialty practices

  • Discharge patients and process payment transactions

  • Relay appropriate information to/from clients to doctors, veterinary assistants and/or management

  • Product knowledge and client education (spay/neuter, flea control, vaccines, etc.)

  • Assist in cleaning the clinic as assigned

  • Other duties as assigned

 

QUALIFICATIONS

  • Commitment to high level of client service

  • Able to work under pressure in a fast-paced environment

  • Computer skills: Windows operating systems

  • Must have reliable transportation

  • Flexible availability required – will be scheduled on Saturdays

  • Must be available to work at both our Long Beach and Garden Grove clinics​​

  • Must be at least 18 year olD

 

EDUCATION AND EXPERIENCE REQUIREMENTS

Must be a high school graduate or equivalent and be able to read, write and speak clearly in English so that written and verbal instructions can be communicated effectively. Fluency in Spanish or Vietnamese preferred.

At least one year of work experience, education and/or training in a veterinary office setting.

Experience in companion animal care required.

ESSENTIAL RESPONSIBILITIES/FUNCTIONS OF THE JOB/DUTIES

Additional requirements: A demonstrated interest and enthusiasm for animal welfare; be dedicated to GSHS’s mission; be willing to work mornings, evenings, weekends and some holidays as required by the job; have a valid California driver’s license and insurable by GSHS insurance vendors; meet the physical requirements of the job.

MUST BE AVAILABLE TO WORK THROUGH THE MONTHS OF JUNE, JULY AND AUGUST.

NO VACATION TIME APPROVED DURING THIS PERIOD.​

SUPERVISORY RESPONSIBILITIES

  • None

 

PHYSICAL DEMANDS

  • Frequently required to stand, walk, sit, and reach.

  • Must be able to lift 40 pounds.

  • Must be able to lift 30 pounds repetitively.

  • Work performed requires lifting, bending, stooping, twisting, pushing, and other strenuous activities for extended periods of time.

  • The position requires regular use of a computer, telephones, and other standard office equipment.

  • Work is often done in a time sensitive and demanding environment.

  •  Evening, weekend, and holiday work will be required.

 

PSYCHOLOGICAL DEMANDS

  • Strong psychological stamina to work with public and maintain decorum in a high-volume setting.

  • Interface productively and respectfully with all clients and employees in a high-volume setting.

  • Strong psychological stamina to work with terminally ill animals and euthanasia processes.

 

WORKING CONDITIONS

  • Work takes place in an animal hospital, both indoors and outdoors.

  • May be exposed to heights, such as step stools or ladders.

  • Must employ basic safety standards at all times.

 

SAFETY: This is a non-safety sensitive position. Safety is to be given primary importance in every aspect and performing all related activities. We want to protect you against injury and illness, as well as minimize the potential loss.  Please report all injuries (no matter how slight) to your manager immediately, as well as anything that needs repair or is a safety hazard.  A post-accident drug test will be conducted if you are involved in on-the-job accidents that may have involved human error and which cause a fatality, a serious injury, an injury requiring immediate treatment away from the scene, or an accident involving significant property damage. 

 

MEAL PERIODS: GSHS authorizes and provides an unpaid meal period, which must be taken for at least thirty minutes and it must commence before the end of the fifth hour of employment. If a non-exempt employee works more than ten hours in one day, the employee may take a second unpaid meal period of at least thirty minutes, which may be waived by mutual consent of both the employer and employee provided the first meal period was taken as long as a Meal Break Waiver Form is on file with Human Resources. If the total work period per day is no more than six hours, the meal period may be waived by mutual consent of both the employer and employee.

 

REST BREAKS: GSHS authorizes and provides duty-free rest periods for all non-exempt employees. Rest periods consist of at least ten minutes of "net" rest time for each four-hour work period or a major fraction thereof. Rest periods generally occur in the middle of the work shift to the extent practicable. Rest periods are not documented in employee time records.

ACCOMMODATIONS: In the event that an employee is or becomes disabled from performing one or more of the essential functions of the job, GSHS will engage in an interactive dialogue in a good faith attempt to identify a reasonable accommodation that permits a qualified employee to perform the essential functions of the employee’s job if the requested accommodation does not result in an undue hardship to the company.