Client Service Representative - Shreiber School of Veterinary Medicine of Rowan University

Client Service Representative - Shreiber School of Veterinary Medicine of Rowan University

Work type: Full-Time
Location: Glassboro, New Jersey
Category: School of Veterinary Medicine

Do you want to be part of a team that will elevate you, value you, and help you grow in your career? Are you passionate about client service and patient care? If this sounds like you, join our team of veterinary professionals coming together to build the foundation for the very first veterinary school and teaching hospital in NJ. It is more than a job; it’s a purpose!

Position Summary:

The Shreiber School of Veterinary Medicine of Rowan University (SSVM) is seeking Client Service Representatives to join our new veterinary program and teaching hospital. The hospital is located 1.5 miles from our main Glassboro campus.

SSVM is a new and innovative veterinary teaching hospital for small animals, equipped with state-of-the-art equipment. The teaching hospital is designed to accommodate multiple specialty departments, including anesthesia, cardiology, clinical pathology, dermatology, dentistry and oral surgery, diagnostic imaging, emergency/critical care, exotics, internal medicine, neurology, oncology, ophthalmology, surgery, radiology and a full pharmacy with sterile compounding capabilities. Our top priorities are delivering excellent client and patient care in addition to training graduates who are competent, confident, and ready from day one.

The Client Service Representative position will be responsible for providing excellent client service in the veterinary teaching hospital and will report directly to the Client Service Manager. Client Service Representatives will rotate working across multiple departments to include Emergency, Specialty and Primary Care to gain exposure to different areas of service and workflow, while continuing to learn and build their skills. Client Service Representatives are the first point of contact for our teaching hospital and are responsible for delivering the highest level of customer service to our community.

This role requires individuals to work on-site and is not available as a remote position.

Essential Duties and Responsibilities:

• Greet clients and their pets with professionalism and a friendly demeanor.
• Provide excellent customer service to our clients.
• Ability to multitask and work in a fast-paced environment.
• Utilize multiple software programs and complete tasks simultaneously.
• Have excellent phone etiquette and communication skills.
• Support clinicians and veterinary technical staff by providing client communication, education, advocacy, and support throughout the client and patient visit.
• Schedule, edit, cancel, and confirm appointments.
• Demonstrate a commitment to supporting a collaborative, positive, and collegial work environment.
• Demonstrate strong problem-solving and critical thinking skills.
• Answer calls, client questions, and process client requests promptly.
• Accurately process payments and discuss payment options with clients.
• Have a thorough understanding and knowledge of our services offered and be able to communicate this information to clients and referring veterinarians.
• Request and send medical records as needed.
• Communicate and process aftercare arrangements with clients.
• Maintain organized communication between clients, referring veterinarians, vendors, and other relevant parties.
• Scan and attach necessary paperwork to client or patient medical records.
• Maintain a community email inbox.
• Other tasks and responsibilities as assigned by leadership.

Required Qualifications:

• H.S. Diploma or GED
• Minimum of one (1) year experience in client service within a Specialty, Emergency or Primary Care veterinary practice.
• Professional communication skills, both written and verbal.
• Previous experience related to phone etiquette and client service skills.
• Ability to maintain a high level of professionalism in emotional, sensitive, and stressful situations.
• Basic understanding of medical terminology, medications, and common procedures.
• Must be willing to work flexible hours and weekends as needed, including a rotational holiday schedule.

Preferred Qualifications:

• Three (3) or more years of experience in a veterinary client service or technician role within an Emergency, Specialty, and/or Primary Care practice.
• Previous experience working in a teaching environment.
• Advanced understanding of medical terminology, medications, and common procedures.
• EzyVet and VetRadar software experience.
• Excellent communication and interpersonal skills, and high emotional intelligence.

Schedule

• 8-hour and 10-hour shifts available.
• We are currently hiring for day, swing, and night shifts, which will include rotating weekends and holiday coverage.

Working Conditions:

• Hazards
  • Veterinary workers may be exposed to hazards like slips, trips, and falls. They may also be exposed to unpleasant odors, noises, and animal feces and urine. When working with animals that are frightened or in pain, veterinary workers risk being bitten, kicked, or scratched.
  • Veterinary workers may be exposed to hazards like bloodborne pathogens, hazardous drugs, radiation, toxic waste, and chemical hazards such as disinfectants, pesticides, and latex.
• Animals

• The types of animals treated at a veterinary hospital can affect the working conditions. Our teaching hospital may consist of, but is not limited to, the following types of animals: small mammals, large mammals, livestock, reptiles, avians, and other exotic animals.
• Note: The Client Service Representative role is a NON-animal handling position.

Salary Range:

The starting rate for each level is equivalent to the probationary rate listed below based on the collective bargaining unit guidelines. After completion of a six-month probationary period, the employee's pay can increase to the “Job Rate” for that position. Depending on experience, the candidate may be hired at the "Job Rate" to start.

Employees must have 4+ years of applicable experience to be hired above the probationary rate per the collective bargaining agreement.

Min - $18.63/hr, Mid - $19.28/hr, Max - $19.85/hr, commensurate with qualifications and experience.

Benefits:

• 22 vacation/float days per year
• 12 sick days per year
• 9 paid holidays per year

Tuition waiver for employee, spouse, and dependents to attend Rowan University, Glassboro. (Tuition reimbursement will apply to undergraduate degrees only for spouses and dependents after one year of employment.

Information about the institution:

A top 100 national public research institution, Rowan University offers bachelor’s through doctoral and professional programs in person and online to 23,000 students through its main campus in Glassboro, N.J., its medical school campuses in Camden and Stratford, and five others. The University has earned national recognition for innovation, commitment to high-quality, affordable education, and developing public-private partnerships. A Carnegie-classified R2 (high research activity) institution, Rowan has been recognized as the fourth fastest-growing public research university, as reported by The Chronicle of Higher Education.

The Shreiber School of Veterinary Medicine is located on the Glassboro, New Jersey west campus, 22 miles southeast of Philadelphia. The Shreiber School of Veterinary Medicine plans to admit its first class of DVM students in 2025. Facilities will include an academic teaching facility aimed at the delivery of pre-clinical training, a small animal teaching hospital, and a research facility.

All qualified applicants will receive consideration for employment without regard to age, ethnicity, race, religion, sex, gender identity or expression, genetic information, marital status, national origin, (dis)ability status, military status, and other NJ protected classes. Rowan University does not discriminate on the basis of sex in its educational programs and activities, including employment as required by Title IX. Rowan is committed to providing access, equal opportunity, and reasonable accommodation for individuals with (dis)abilities.

As a state public University, Rowan employees are eligible to participate in the federal Public Service Loan Forgiveness program. More information on this program is available at https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.

Notes:

• Candidates must be legally authorized to work in the US, and the university will not sponsor an applicant for a work visa for this position.
• Rowan University offers a generous benefits package, which can be viewed at https://sites.rowan.edu/hr/benefits.
• The job posting will remain active until all positions are filled.