Client Care Representative

Pet well-being discounts (treatments and products)
- Gym discounts (Fitness Passport)
- Focus on continued education and development

**ABOUT US**
At Canberra Veterinary Emergency Service, we are available to help critical and unwell patients when they need it most. We operate from 6pm to 8am on weeknights, and 24 hours on weekends and public holidays. We have varied shift hours available to suit your needs, including morning afternoon, and evenings across the week and weekends, which is perfect for work life flexibility, while also saving lives and supporting clients

Our patients mean the world to us, and they are our greatest inspiration. We strive to get patients home to their families, and it’s the hard work of our dedicated team that bonds us all closely and creates a positive culture on the floor. Our leaders care deeply about our staff, including the direction of career progression and ensuring everyone has a good work life balance. We are proud to be an inclusive workplace, encouraging people to be their best authentic selves.

**The Job**
Canberra Veterinary Emergency Service (CVES) are seeking a
**Client Care Representative **to join a team of caring professionals, dedicated to pets’ health and wellbeing on a Permanent Part time basis. This is a Permanent Part time position (14 - 25 hours per week available but this can change depending on workloads etc) with various shift options for CVES Receptionists to ensure we cover early morning arrivals and evening patients and practitioners requirements.

**All About You**
- Proven exceptional customer service skills along with an excellent and consistent phone manner
- A passion for working with animals in a community-centric environment
- The ability to develop proficiency in new software programs and systems quickly and efficiently
- Excellent administration and reception skills with strong attention to detail
- Good presentation and interpersonal skills
- Pro-active and willingness to go above and beyond for clients, animals and colleagues
- Experience working in a fast-paced environment managing multiple tasks
- Ability to commit to rostered and rotating shifts during our hours of operation (Thur and Fri - 4:30pm - 12am; Sat - Sun 7/8am - 4pm; 12pm
- 9pm; 4pm - 12am)
- Completion of High School qualifications is essential

**Key Responsibilities**
- Handling client enquiries
- Taking phone calls, directing calls, taking and relaying messages accurately
- Greeting owners and their pets (first impression)
- Booking and coordinating appointments face-to-face or on the telephone
- Assisting the vet team with admitting and discharging patients
- Recording detailed owner and patient information into our Vision VMP System
- Communicating our diverse services, expertise and fee structure
- Managing accounts, invoicing and payment process
- Maintaining an efficient and professional reception area
- Veterinary triage in person and over the phone
- Basic animal handling
- Other administration duties as required

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**Benefits and Cool Stuff**
- Above Award rates with regular pay reviews and continuing education perks
- Pet well-being discounts (including vet treatments and products)
- Gym discounts (Fitness Passport)
- Dedicated well-being initiatives and well-being Program (Mental Health First Aid Officers, Employee
- Assistance Program
- Be a part of our veterinary emergency community, providing world-class services for animals
- Family friendly hours
- Work life harmony
- A fun, collaborate and fully supportive team that mentor and develop you for greater heights. Work hard and play hard together
- Extensive in-house training (phone scripts, phone triage training, euthanasia training)

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**Next Steps**
- As an emergency clinic we deal with a lot of stressful situations and assist clients during challenging times. Please tell us about a situation where you assisted clients in a difficult situation. Elaborate on the approach used, your role and the positive outcomes achieved.
- Team work is very important for our clinic. Please provide an example of how you helped a team member or another example that can illustrate your ability to work in a team.