Customer Service Representative - Welland, ON

Main West Animal Hospital; Welland; On-site; CAD 25,000 - 29,000; Full time

Benefits offered by this job

Tuition Support Program

Referral bonus program

Uniform allowance

Continuing education allowance

Employee pet discounts

Job summary

Main West Animal Hospital is seeking a Client Care Specialist to join our Front Desk team. This full-time role focuses on creating exceptional client experiences as pets and their families visit our Niagara Region practice.

You will greet clients, schedule appointments, process payments, and coordinate with veterinarians and staff to ensure a smooth visit. We value empathy, organization, and a passion for animal care.

Qualifications

• At least two years of experience in a client-facing role providing high-quality professional customer service.
• Strong in-person and telephone customer service skills.
• Excellent verbal and written communication abilities.
• Genuine love for animals and sincere interest in the veterinary field.
• Prior veterinary experience is welcome but not required.
• Dependability and a strong commitment to your team and clients.
• Ability to stay organized and professional in a busy environment.
• Strong computer skills and comfort learning new software.

Responsibilities

• Assist clients in person, over the phone, and by email with professionalism and compassion
• Schedule appointments and answer client questions
• Welcome clients and patients and check them in according to established hospital procedures
• Check clients out after appointments and ensure follow-up care is scheduled when needed
• Collect payments accurately and complete transactions efficiently
• Follow hospital policies and procedures designed to provide an exceptional client experience
• Help pet parents feel confident and informed about the care their pets are receiving
• Maintain a clean, organized, and welcoming reception area
• Collaborate closely with veterinarians, technicians, and fellow client care team members
• Share ideas and suggestions that help strengthen the client experience and hospital culture

Skills

Client-facing experience

Excellent communication

Strong computer skills

Team player

Detail oriented

Love for animals

Job description

Who we are

Main West Animal Hospital is Hiring a Client Care Specialist!

Position DetailsRole: Client Care Specialist / Customer Service RepresentativeStatus: Full-timeSalary: Starting at $18.00 per hour, flexible based on experienceSchedule: Four 10-hour shifts a week and every other Saturday, 8-12

Benefits Highlights

Financial Rewards that Grow with You: Competitive pay, performance-based bonuses and incentives, tuition support, and referral bonuses

Wellness & Peace of Mind: Extended health benefits, medical, dental, and vision coverage, supplemental insurance, Paid Time Off, paid holidays, and employee pet discounts

Professional Growth & Recognition: Quarterly team bonuses, professional development opportunities, continuing education allowance, and uniform allowance

Lifestyle Perks You’ll Appreciate: Supportive leadership, a friendly team environment, employee pet-care savings, and a workplace committed to your professional growth

Are you an experienced customer service professional who also happens to love animals? Main West Animal Hospital would love to meet you!

We’re looking for a professional, compassionate, and dependable Client Care Specialist to join our Front Desk team. This is a full-time opportunity for someone who takes pride in creating exceptional customer experiences and wants to use those skills in a career that makes a meaningful difference for pets and the people who love them.

At Main West Animal Hospital, our front desk team helps set the tone for every visit. From the first phone call through checkout, you’ll help pet parents feel welcomed, informed, and confident in the care their family members are receiving.

Why Our Client Care Specialists Love It Here

• Friendly, positive team with supportive and caring leadership
• A meaningful customer service role centered around pets and their families
• More than 30 years of trusted veterinary care in the Niagara Region
• Opportunities to contribute ideas and help improve the client experience
• Professional development and continuing education support
• Quarterly team rewards and performance-based incentives
• A hospital that values strong client relationships and compassionate service
• Leadership committed to helping you grow professionally

What Our Client Care Specialists Do

• Assist clients in person, over the phone, and by email with professionalism and compassion
• Schedule appointments and answer client questions
• Welcome clients and patients and check them in according to established hospital procedures
• Check clients out after appointments and ensure follow-up care is scheduled when needed
• Collect payments accurately and complete transactions efficiently
• Follow hospital policies and procedures designed to provide an exceptional client experience
• Help pet parents feel confident and informed about the care their pets are receiving
• Maintain a clean, organized, and welcoming reception area
• Assist with general front-office duties, including drafting correspondence, reports, memos, and other documents
• Enter and maintain client and patient information accurately
• Collaborate closely with veterinarians, technicians, and fellow client care team members
• Share ideas and suggestions that help strengthen the client experience and hospital culture

What You’ll Bring

• At least two years of experience in a client-facing role providing high-quality professional customer service
• Strong in-person and telephone customer service skills
• Excellent verbal and written communication abilities
• Exceptional relationship-building skills
• Ability to remember the details that help clients feel known, valued, and cared for
• Strong computer skills and comfort learning new software
• Ability to enter information accurately and consistently
• Dependability and a strong commitment to your team and clients
• Ability to stay organized and professional in a busy environment
• Genuine love for animals and sincere interest in the veterinary field
• Prior veterinary experience is welcome but not required

The Extras You’ll Actually Feel

• A chance to turn strong customer service skills into a meaningful career helping pets and their families
• Supportive leaders who are invested in your growth and development
• A team that welcomes new ideas and values your individual strengths
• Performance-based bonuses and incentives
• Continuing education and professional development opportunities
• Employee pet discounts that help support your own furry family members
• A workplace where building genuine client relationships is part of the job

Benefits You Can’t Beat

Financial Benefits

• Competitive pay starting at $18.00 per hour, flexible based on experience
• Performance-based bonuses and incentives
• Tuition Support Program
• Referral bonus program

Wellness Benefits

• Extended health benefits with generous employer contribution toward premiums
• Health insurance, including medical, dental, and vision
• Supplemental insurance, including accident, disability, critical illness, and life insurance
• Sick Time / Paid Time Off
• Paid holidays
• Pet discounts on services and products
• Pet food discount program

Workplace Benefits

• Quarterly Team Rewards Bonus Program
• Professional development opportunities
• Continuing education allowance
• Uniform allowance

About Main West Animal Hospital

For more than 30 years, Main West Animal Hospital has cared for the furry—and not so furry—family members of the Niagara Region. We believe developing lasting connections with pets and their families allows us to provide the highest level of service and compassion throughout every stage of a pet’s life.

Our hospital proudly offers a wide range of veterinary services, including preventive health care, holistic therapy, laser therapy, dentistry, surgery, and advanced diagnostics. If you’re committed to helping pets thrive and want to work alongside a team that feels the same way, you’ll fit right in.

Join Our Team!

If you’re an experienced customer service professional looking for a role where your communication skills, relationship‑building abilities, and love of animals can make a real difference, this could be the opportunity you’ve been searching for.

Diversity, equity, inclusion, and belonging are core values at Main West Animal Hospital and Vetcor. We are passionate about building and sustaining an inclusive and equitable working and learning environment for all employees. Every team member enriches our diversity by exposing us to various ways to understand and engage with the world. That's why we're committed to a workplace culture where employees are comfortable being their authentic selves, feel a complete sense of belonging, and are empowered to reach their highest potential.