JOB TITLE: Client Care Representative "Overnight" 

DEPARTMENT: Client Care

SUPERVISOR: Client Care Representative Supervisor

GENERAL PURPOSE:

A Client Relations Representative for AVSE thrives in a fast paced environment, and assists 

clients with compassion and patience. (S)he excels in quality customer service with a 

professional phone and in-person demeanor. Must possess the ability to diffuse escalating client 

complaints, create a rapport with clients, and maintain positive relationships with fellow 

associates. This role is often the first impression of AVSE, and must be implemented with poise, 

professionalism, empathy and compassion.

Essential Job Functions:

Responsible for upholding appropriate standards of care and business practices, in accordance 

with the business standards set forth by NVA/Ethos/AVSE.

● Coordinate the flow of pets and owners in the lobby

● Maintain sanitary lobby, maintain stocked refreshment space, and ensure kiosks are 

readily available to clients for check in

● Identify potential emergencies in person, and over the phone, and schedule those 

appointments appropriately.

● Perform cashiering duties; process refunds, returns and credits as needed.

● Responds to inquiries about the range of services the practice provides and the species 

it treats; refer to appropriate department/staff member as needed.

● Input data to practice management software 

● Receive and distribute incoming mail; and process outgoing mail.

● Coordinate and schedule appointments

● Understanding of basic veterinary medicine terminology.

● Deescalate client complaints and concerns, escalating issues to Hospital Manager, as 

needed

Qualifications:

● High School diploma or equivalent.

● Knowledge of veterinary environment, terminology, and protocols

● Customer Service

● Multi-line telephone systems

● Verbal and written communication skills

● Supervisory and staff scheduling skills

● Basic math skills

● Excellent interpersonal skills

● Ability to work with or around sick animals, potentially hazardous materials, cleaning 

chemicals, gas anesthetics, zoonotic diseases, and unpleasant odors.

● Must be flexible with scheduling and able to work some weekends and holiday