Client Care Representative

6 months ago

Hawthorn East, Australia Animal Emergency Australia Full time

Earn between $25 - $30/hr + Super + 17.5% leave loading + great team benefits
- Pet well-being discounts (including discounted treatment and products)
- Work-life harmony with flexible roster structures and work arrangements

Animal Emergency Service (AES) is looking for client care superstars who love animals and are dedicated to delivering exceptional customer service at our new afterhours clinic in Hawthorn East

**About Us**
Animal Emergency Australia (AEA) is a network of independent emergency hospitals, general practices, veterinary support, and educational services across Australia. At our core, AEA exists to help veterinary professionals do and be their best. We invest in our team members' work-life balance, career progression, and personal development, empowering them to excel in the field of veterinary medicine while making a meaningful impact on the lives of animals.

What sets AEA apart is our employee-owned model, a distinctive structure that places decision-making power in the hands of our dedicated team. With no external stakeholders, our focus remains solely on the health and happiness of every pet.

This ethos resonates through the **newly established Animal Emergency Service Hawthorn East Hospital**, a state-of-the-art facility equipped with cutting-edge veterinary medical technology.

**About the Role** Perfect for a customer service standout eager to transition into the veterinary field and motivated to expand their skills, our Client Care Representative role is the main connection between our clients and the technical team.

This position is responsible for ensuring our clients and their pets have the best possible experience whilst in our care, from the time they come through our doors to when they leave and beyond.

We are a team of thoughtful and considerate people who show empathy and compassion. We greet everyone with a smile on our face and kindness in our hearts, regardless of the emergencies that are occurring. This role will require rostered shifts on a variety of weekends, weekdays/nights, and public holidays to continue supporting our clients and their beloved pets.

**What does CCR life look like at AES?**
- Continually going above and beyond to ensure our clients and their pets experience exceptional client service.
- Confidently communicating pet updates to clients and answering their queries
- Collaborating with the broader AES team regarding updates, pet’s needs, and finance information
- Assisting clients with finance and insurance claims
- Accurately completing a range of administrative functions including data entry, phone queries and finance processing

**About You**
- Enthusiasm for exceptional customer service and exceeding client expectations is a **must.**:

- Minimum 2 years of experience in a client/customer facing role.
- Knowledge of animal handling (preferred but not essential)
- Knowledge and experience of animal triaging (preferred but not essential)
- Thrives in fast-paced environment and stays calm under pressure.
- Warm and empathetic person that loves engaging and building positive relationships.
- Confident and comfortable with systems, procedures and managing funds.
- Strong time management and organisation skills
- Multi-tasking superstar
- Reliable transport due to the nature of shift work
- Flexibility to work mornings, nights, weekends and public holidays (shifts between 6am and midnight)

**Why work with us**
- Earn between $25 - $30/hr + Super + 17.5% leave loading + great team benefits
- Concierge Reception: A seamless experience for clients, from consultation to discharge.
- State-of-the-art hospital with 8 consult rooms, 3 theatres, CT, dedicated canine and feline ICUs, 35 under cover car parks and much more
- Pet well-being discounts (including discounted treatment and products)
- Discounted gym memberships (Fitness Passport)
- Work-life harmony with flexible roster structures and work arrangements
- Dedicated wellbeing committee for our team
- Access to our Employee Assistance Program (psychology, nutrition, sleep)
- We promote and recruit from within
- The opportunity to transfer across the company to fulfill your further career aspirations.
- Weekly food deliveries & stocked snack cupboards
- A fun, collaborate and fully supportive team that mentor and develop you for greater heights.

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