Client Service Representative

Ethos Veterinary Health; Kelowna; On-site; CAD 26,000 - 33,000; Full time

Benefits offered by this job

RRSP Matching Program

Extended Health Benefits

Health & Wellness Benefit

Employee Assistance Program

Paid Vacation

Sick days

Bereavement leave

Uniform Allowance

Staff discounts

Staff pet facilities

401k with employer match

Job summary

Fairfield Animal Hospital in Kelowna, BC, is seeking a Client Services Representative to join our 24/7 emergency team. The role focuses on in-person and phone client interactions, fee discussions, triage guidance to nursing staff, and accurate record-keeping.

You will manage client accounts, payments, and provide courteous service in a fast-paced environment. Prior customer service or veterinary experience is preferred, with strong communication, attention to detail, and a compassionate approach

Qualifications

• Understand the importance of client care excellence.
• Preferred prior experience in customer service or a veterinary setting.
• Excellent communication skills, both written and verbal, and can articulate information clearly to clients and team members.
• Thrive in a fast-paced and stressful environment, demonstrating the ability to stay calm and focused.
• Close attention to detail, effectively managing and prioritizing tasks to ensure accuracy and efficiency.
• Strong problem-solving abilities, handling difficult situations with tact and diplomacy.
• Compassionate and caring attitude towards pets and their owners, ensuring a positive experience for all clients.

Responsibilities

• In-person client and telephone reception including discussing fees, answering questions regarding services and care, and assessing for patient triage recommendations to the nursing team
• Maintain client information and medical records in an accurate and organized manner
• Manage client financial accounts including cash handing, and daily payment reconciliation.

Skills

Customer service

Verbal communication

Detail-oriented

Problem solving

Compassionate care

Teamwork

Multitasking

Job description

Client Services Representative - Fairfield Animal Hospital - Kelowna, B.C.

About Us

Fairfield Animal Hospital is a leading emergency veterinary facility and the only 24-hour emergency animal hospital in the Central Okanagan, proudly serving Kelowna, West Kelowna, Rutland, and the Central Okanagan since 1976. We are open 24 hours a day, 7 days a week, including all holidays, operating on an emergency triage basis to provide life-saving care when pets need it most. Fairfield has been voted the #1 Veterinary Hospital in the Central Okanagan by Okanagan Life Magazine's Readers' Choice Edition, and has earned Gold honors in KelownaNow.com's Best of Kelowna Awards for Best Emergency Vet in 2025, 2024, 2023, 2020, and 2019.

Fairfield Animal Hospital is partnered with Ethos Veterinary Health. EVH is a community of more than 100 specialty and emergency hospitals across North America driven by the spirit of collaboration and focused on empowering the advancement of veterinary medicine at the local hospital level. Through the collaborative approach of our partnership with Ethos Vet Health, we can focus on the things we believe in - best-in-class care and medicine, servant leadership, work-life balance, and employee well-being and growth while backed by the support, stability, leadership, and resources of Ethos Vet Health.

What To Expect

• Uplifting work culture: We are a long-standing, community-rooted clinic celebrating 50 years of serving Kelowna's companion animals, and we hold fast to our sense of family, fun, and community by cultivating a culture of respect, kindness, and inclusion.
• Be appreciated: Your knowledge is respected by all peer levels. We value what your unique experience can contribute to our clinic!
• Supportive work environment: We support your healthy work-life balance and are invested in your personal growth and professional development!
• Fuel your passion: The variety and challenge of emergency and critical care cases offers a unique and rewarding career opportunity!

About The Position

Primary duties center on client relations and clerical tasks including:

• In-person client and telephone reception including discussing fees, answering questions regarding services and care, and assessing for patient triage recommendations to the nursing team
• Maintain client information and medical records in an accurate and organized manner
• Manage client financial accounts including cash handing, and daily payment reconciliation.

About You

• Understand the importance of client care excellence
• Preferred prior experience in customer service or a veterinary setting.
• Excellent communication skills, both written and verbal, and can articulate information clearly to clients and team members.
• Thrive in a fast-paced and stressful environment, demonstrating the ability to stay calm and focused.
• Close attention to detail, effectively managing and prioritizing tasks to ensure accuracy and efficiency.
• Strong problem-solving abilities, handling difficult situations with tact and diplomacy.
• Compassionate and caring attitude towards pets and their owners, ensuring a positive experience for all clients.

Operations & Schedule:

• Client Services operates 7 days a week, we are seeking someone with flexible availability.
• Anticipated schedule may include 8-10 hour shifts, days, evenings, weekends, and holidays.
• Various schedules - apply to learn more!

Compensation & Benefits:

• Competitive wage rate between $19-24/hr based on experience.
• Premiums for evening and weekend shifts.
• RRSP Matching Program
• Comprehensive Extended Health Benefits Package (Medical, Dental, Vision)
• Health & Wellness Benefit (annual allowance)
• Employee Assistance Program (professional counseling)
• Paid Vacation time, Sick days, and Bereavement leave
• Uniform Allowance
• Generous staff discounts on services and products and staff pet facilities

Our clinic embraces a fun, team atmosphere, and we strongly believe in offering more than just a wage!

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.