Client Services Representative

About the role

The ASPCA Animal Hospital (AAH) provides urgent, subsidized medical care to vulnerable animals in New York City, including those whose owners face financial hardship and those referred through its partnership with the NYPD. The Client Services Representative (CSR) is the main point of contact for clients from check-in to check-out, supporting them and their pets with compassion and professionalism. The position reports to the Manager, Client Services and has no direct reports.

Key responsibilities

• Greet clients, determine the nature of the visit and direct them appropriately
• Load rooms when needed and log times in the appointment management software
• Help clients complete required paperwork, explain information and support their decisions
• Schedule appointments, answer calls and messages, take messages for doctors and confirm daily appointments
• Maintain accurate client and patient information and support electronic medical records
• Handle confidential client information securely, in line with ASPCA privacy policies and PCI DSS
• Take credit card and cash payments and record them in the computer system
• Check client eligibility under the One ASPCA Fund Guidelines
• Use Fear Free techniques to keep a safe, compassionate environment and attend to each client every 30 minutes while they are in the hospital

Required profile

• High school diploma required
• Minimum of 1 year of customer service experience
• Organized, detail-oriented, able to multi-task in a fast-paced environment and handle money accurately
• Team player with strong interpersonal and communication skills
• English and Spanish required
• Preferred: experience in a fast-paced, high-volume setting, handling emotionally sensitive clients, and in a veterinary, animal welfare, healthcare or nonprofit setting

Required skills

• Proficiency with computers
• Ability to learn software such as Box, Impromed and Teams
• Preferred: scheduling, data entry, payment processing and client record management

What we offer

• Starting pay of $22.00 per hour under a collective bargaining agreement, with possible shift differential
• Health coverage, employer-paid dental and optional vision, flexible time off and 10 paid holidays
• 401(k) with employer matching up to 4%
• Professional development, internal mobility and paid parental leave

The position is full-time, four days a week (Monday, Thursday to Saturday, 8:00am-6:00pm) at the 92nd Street location, with occasional weekend flexibility and overtime.