Job Title: Clinic Client Care Associate
Department: Veterinary
Classification: Full or part time, non-exempt
Job Relationship: Reports to Client Services Supervisor, Clinic
Position Summary: Greets and provides accurate information to visitors. Answers telephones, responds to texts, and assists APL clinic (AWC, TNR, and Public Clinic) clients by handling their questions or appropriately redirecting calls. Schedules all APL clinic client appointments. Monitors and replies to all electronic communication from clinic clients.
Essential Job Functions:
Ensures optimal, professional customer service experience
- Models “Compassion” core value behavior: Treats animals & people with respect, empathy, and kindness. Listens and responds to the needs of people who call the APL, use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help. Represents the APL in a professional and courteous manner at all times.
- Presents a welcome, helpful, and empathetic first impression to clients.
- Provides prompt and courteous in-person and telephone customer service; counsels and educates clients; assists them with problem-solving and discusses options
- Schedules client appointments for AWC, TNR, and Public Clinic clients
- Completes client check-in and check-out, as needed
- Monitors online pharmacy and prescription requests and ensures timely response
- Provides accurate information about the APL’s programs and services; directs clients to the appropriate departments or other agencies for further assistance as needed
- Actively solicits donations. Assists with accepting in-kind donations.
Performs other duties as assigned including but not limited to:
- Keeps supervisor informed of visitor and client concerns
- Assists clinic clients with questions, explains appointment process, available services, and payment support options.
- Stocks area and cleans public areas throughout the day as needed
- Informs supervisor of special needs cases for potential public relations or direct mail pieces
- Follows all safety guidelines to ensure a safe work environment for staff and living environment for animals. Takes immediate action to address any safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or the organization at risk
- Promotes communication and cooperation between APL departments
- Promotes integration and utilization of volunteers; assists with volunteer training.
- Performs other duties and special projects as assigned
Qualifications
- High school diploma or equivalent
- Minimum one year customer service experience
- Able to read, understand, and follow instructions
- Experience in a veterinary clinic strongly preferred
Knowledge and Skills
- Ability to work in a fast-paced environment with a variety of people
- Ability to work with a computer in a Windows environment
- Knowledge of basic veterinary terms and animal care needs
- Knowledge of animal breeds, behavior, and handling
- Excellent communication skills and proven ability dealing with the public
- Demonstrated ability to handle high-stress and emotionally charged situations
- Detail oriented and able to prioritize and perform duties efficiently and effectively and with an adequate degree of independence
- Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering.
- Fear Free certified or must become certified within 6 months of hire
