Client Care Representative - Casual

Animal Emergency Australia; Melbourne; On-site; AUD 40,000 - 58,000; Part time

Benefits offered by this job

Pet well-being discounts

Employee Assistance Program

Wellbeing committee

Discounted gym memberships

Snack cupboards

Career progression

Refer a Friend incentive

Job summary

Animal Emergency Australia (AES Hawthorn East) is seeking a Client Care Representative to be the vital link between clients and the clinical team, ensuring an exceptional experience and helping pets receive urgent care.

You will triage on arrival, update clients, assist with insurance and finance queries, and support front‑of‑clinic operations in a 24/7 hospital with a collaborative team and wellbeing perks.

Qualifications

• Experience delivering excellent customer service in high-pressure environments.
• Ability to stay calm and resilient in emergency settings.
• Adaptable to changing priorities and workflows.

Responsibilities

• Providing outstanding service to clients and pets, including triaging on arrival
• Keeping clients informed with timely updates on their pets and answering questions
• Collaborating with the team on patient updates, needs, and financial information
• Assisting clients with insurance and finance-related queries
• Handling cash and performing daily reconciliations
• Performing administrative duties to support front-of-clinic operations

Skills

Customer service

Resilience

Calm under pressure

Adaptability

Own transport

Job description

Locally led, nationally connected, centrally supported

Animal Emergency Australia (AEA) is Australia's largest employee-owned emergency veterinary network, operating 14 hospitals across Australia.

We combine the expertise, resources and collaboration of a nationally connected network with the agility of locally led hospitals, creating an environment where our teams can focus on delivering quality patient care and outcomes.

Animal Emergency Service (AES) Hawthorn East

At AES Hawthorn East, as part of the Animal Emergency Australia (AEA) network, you’ll collaborate with some of the most highly skilled ECC professionals in the industry, with a strong culture of mentorship and knowledge sharing.

About the Role

As a Client Care Representative (CCR), you’ll be the vital link between our clients and the clinical team. From the moment people walk through our doors to the time they leave, you’ll ensure they have an exceptional experience, all while helping their pets receive the urgent care they need.

What CCR life looks like at AES Hawthorn East

• Providing outstanding service to clients and pets, including triaging on arrival
• Keeping clients informed with timely updates on their pets and answering questions
• Collaborating with the team on patient updates, needs, and financial information
• Assisting clients with insurance and finance-related queries
• Handling cash and performing daily reconciliations
• Performing administrative duties to support front-of-clinic operations

Shiftsare a mix of weekdays, weekends, and public holidays. We offer a variety of shifts ranging from 7:30am to 4:15pm, through to afternoon/evening shifts finishing at either 11:00pm or 1:00am.

About You

• Skilled in delivering exceptional customer experiences in high-pressure environments
• Resilient and calm in a complex and fast-paced emergency environment
• Adaptable to respond to changing priorities
• Prior experience in a veterinary setting may be advantageous but is not essential
• Own reliable transport is essential

What We Offer

• Casual position variety of shifts in a 24/7 hospital (days, evenings, nights latest finish 1:00AM)
• Above-award hourly rate from $35.63 per hour + super + 17.5% leave loading + shift penalties
• Collaborative and supportive team that will help to develop your career
• Pet well-being discounts (including discounted treatment and products)
• Access to our Employee Assistance Program
• Dedicated wellbeing committee for our employees
• Discounted gym memberships (Fitness Passport)
• Fully stocked snack cupboards
• Opportunities for career progression
• Refer a Friend incentive

Ready for your next challenge?

Applications will be reviewed as they are received.

For a confidential discussion, please contact Mitchell Merritt at *******@aes.email

We're proud to be an inclusive employer and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ people, veterans, carers and people of all ages.