Client Support Representative

FACE Low-Cost Animal Clinic (FACE) is a nonprofit clinic located near downtown Indianapolis. Our goal is to to provide affordable spay/neuter, vaccination, and wellness services for the Indianapolis community to prevent the unnecessary euthanasia of dogs and cats. We are a client- and patient-driven team.

The Client Support Representative provides outstanding customer service to clinic clients while supporting the veterinary team in our high-volume, high-quality clinic.

Our clinic offers:

• 4-day (Mon-Thu) work week plus regular Saturday vaccine services
• The clinic is closed Saturdays of most major holidays and from December 24 to January 1
• Opportunity to grow with tiered pay scale and regular training sessions
• Pay differential for bilingual employees who successfully pass proficiency test (available after 30 days of employment)
• Paid holidays and paid time off available
• Strong work culture supported with regular team-building activities and community outreach efforts
• A fast-paced but rewarding work environment

FACE is dedicated to reducing needless euthanasia by addressing the root causes of shelter intake: pet overpopulation and pet surrender. Our clinic provides spay/neuter, vaccine, and minor wellness care to nearly 30,000 dogs and cats annually.

By joining our dedicated team, you will be able to help with overpopulation and make pet ownership a reality to many people who would not otherwise have that opportunity due to financial constraints. Every day, we make a difference in the lives of animals and the people who love them.

Essential Functions:

• Support clients during their visit to the clinic.
• Greet clients and set a positive clinic atmosphere.
• Review requested services with client to ensure that they follow veterinary recommendations and that paperwork is complete.
• Enter data in patient record after services have been completed.
• Collect payment for services.
• Dispense flea, tick, and/or heartworm prescriptions.
• Maintains clean and orderly office and lobby area.
• Support clients requesting clinic services.
• Schedule appointments in-person and over the phone following clinic policies and procedures.
• Promptly respond to client rescheduling and cancellation requests.
• Communicate pick-up hours for flea, tick, and/or heartworm prescriptions.
• Communicate check-in and pick-up times for surgery appointments with clients according to clinic policies and procedures.
• Review online appointment requests for accuracy prior to confirming appointments.
• Provide compassionate care to clients needing clinic services.
• Provide prompt responses to inquiries from surgery clients and schedule rechecks when needed.
• Communicate and administer financial assistance programs.
• Maintain accurate client contact information in practice management software.
• Respond to client needs and use negotiation techniques to resolve client concerns.
• Knowledgeable about key community resources and able to provide referrals when needed.
• Supports veterinary team by serving as client advocate.
• Knowledgeable about veterinary recommendations and able to communicate patient needs with clients.
• Able to recognize a patient in the lobby that should be moved to an exam room to reduce stress, and works with veterinary team to move patient and client to an available exam room.
• Properly leash walk friendly patients.
• Collect patient weight using clinic scales.
• Able to follow disinfection procedures.
• Professionally respond to client requests through various communication tools.
• Transcribe voicemails and complete callbacks to clients requesting clinic services and assistance.
• Respond to inbound text messages from clients.
• Respond to requests from clients for their pet’s medical records.

Education and/or Experience:

• At least two years of customer-facing experience in a clinic or office setting.
• Proficient in Microsoft Office and/or CRM software.
• Experience using office equipment (computer, fax, printer, scanners, etc.).
• High school diploma or equivalent.
• Fluency in Spanish preferred.

Skills and Abilities:

• Outstanding customer service skills.
• Excellent verbal and interpersonal communication skills.
• Seeks and responds to feedback from customers to improve service; seeks to understand the perspective of others.
• Energetic team player with a passion for FACE’s mission.
• Able to work across departments to ensure high-quality patient care and advancement of FACE’s mission.
• Flexible, adaptive style in working with many varied audiences in fast-paced environment.
• Open to change and variety within the workplace.
• Willingness to learn new tasks and information.
• Able to handle multiple tasks and prioritize work.
• Strong word processing and data entry skills.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• What interested you in applying at FACE Low-Cost Animal Clinic?
• What clinical office skills & experience do you have directly related to this position?
• This position is full-time, Monday through Thursday beginning at 6:50AM plus regular Saturdays (8AM-2PM) per month and needs excellent attendance. Are able to meet this expectation?

Experience:

• medical/clinical customer service: 2 years (Required)

Work Location: In person