Client Service Representative

Why Join Us?

WAVES is a coveted hospital that provides emergency and specialty care on the Westshore in Victoria, BC. WAVES has board-certified specialists and contemporary technologies to help furry felines and canines spring back to health. We pride ourselves on providing the best quality care to our patients. We are determined to provide care not only to our clients but also to other family veterinarians’ health teams in the community. WAVES is the place to be if you are committed to serving animals who require critical care and attention. Surrounded by experts and specialists in the various areas of the profession, it can serve as a place for you to develop and level up your career.

Located in the capital city of Victoria, British Columbia, WAVES can be your ideal workplace. Sitting on the southern end of Vancouver Island, the city is known for its outdoor activities. If you are a social butterfly and enjoy the outdoors, you will love it down here. With its perfect mix of city life and nature, you are sure to find activities on your off-days.

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We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing exceptional service to our clients and ensuring their needs are met. Your primary duties will include:

Job Overview: As a Client Services Representative at WAVES Veterinary Emergency and Specialty Hospital, your primary responsibility will be to provide exceptional customer service and support to clients and their pets during their visits to the hospital. You will serve as the primary point of contact for clients, helping them navigate the hospital's services, addressing their inquiries, and ensuring a positive and smooth experience throughout their visit.

Responsibilities:

Client Communication: Serve as the first point of contact for clients, either in-person, over the phone, or via email. Provide clear and professional communication to address inquiries.

Patient Check-in and Check-out: Greet clients and their pets upon arrival, guiding them through the check-in process and collecting necessary information. Provide discharge instructions and information regarding medications or other treatments.

Billing and Insurance: Assist clients with billing enquiries, explaining fees, and facilitating financial transactions. Educate clients on insurance options and help them navigate the claims process, if applicable.

Client Education: Provide basic information and answer general inquiries about veterinary services, emergency protocols, and hospital policies.

Problem Resolution: Address and resolve any client concerns or complaints in a professional and empathetic manner. Collaborate with the hospital management and veterinary team to ensure effective resolution.

Administrative Support: Assist with general administrative tasks such as data entry, filing, and maintaining accurate client records. Proactively contribute to the continuous improvement of Client Service processes and protocols.

Additionally: Experience in AP/AR highly valuable

Requirements:

High school diploma or equivalent

Previous experience in customer service or a similar client-facing role is preferred.

Strong communication skills, both verbal and written, with an empathetic and patient approach to customer service.

Ability to multitask effectively in a fast-paced environment, prioritizing tasks while maintaining a high level of attention to detail.

Proficiency in computer systems and software applications, including appointment scheduling, billing, and electronic medical records.

Knowledge of veterinary medical terminology and procedures is an asset but not mandatory.

As a Client Services Representative at Veterinary Emergency and Specialty Hospital, your dedication to providing exceptional customer service and support will contribute to the overall success and reputation of the hospital. Your role will be crucial in ensuring clients have a positive experience during a potentially stressful time.

Job Types: Full-time, Part-time

Salary: $21.00-$23.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Tuition reimbursement
• Wellness program

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• On call
• Overtime
• Weekends as needed

Supplemental pay types:

• Bonus pay
• Overtime pay

Education:

• Secondary School (preferred)

Experience:

• Customer service: 2 years (required)

Ability to Commute:

• Victoria, BC V9B 0A5 (required)

Ability to Relocate:

• Victoria, BC V9B 0A5: Relocate before starting work (required)

Work Location: In person