Lead Client Service Agent - Training

Toronto Humane Society; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

The Toronto Humane Society is seeking a Lead Client Service Agent for Public Services. This role involves coordinating customer care and administrative tasks within a centralized booking system for veterinary and training services. The ideal candidate will have strong communication skills, a passion for animal welfare, and the ability to manage multiple tasks in a dynamic environment. Join us in making a difference in the lives of animals.

Benefits

Professional growth and development opportunities

Supportive work environment

Flexible hours

Qualifications

• Minimum 6 months experience in a Client Service Agent role.
• Knowledge of Client Service Agent roles and skills.
• Passion for animal welfare.

Responsibilities

• Oversee centralized booking system for Public Veterinary Services.
• Manage inquiries, appointment bookings, and follow-ups.
• Provide high-level client service with professional communication.

Skills

Effective verbal communication

Effective written communication

Interpersonal skills

Time management

Organizational skills

Adaptability

Education

Equivalent education and experience

Tools

Microsoft Office

Petpoint

Job description

Job Description

Our Vision: To be a leader in animal welfare, working for a compassionate society where all animals are respected and valued.

Our Mission: To Improve the Lives of Animals.

Job Summary

The Lead Client Service Agent – Public Services will be responsible for providing competent and professional customer care to clients and supporting the Public Services Programs at Toronto Humane Society. This role primarily involves coordinating and delivering administrative tasks and customer service within a centralized booking system for Public Veterinary Services, South Clinic, and Public Training services under the Social Enterprise programs. The role reports to the Senior Manager, Public Services, with a dotted line to the Clinic Manager, Public Veterinary Services.

Job Duties

Public Services

• Oversee the centralized booking system for Public Veterinary Services, South Clinic, and Public Training services, ensuring proactive customer service across all programs.
• Maintain an organized calendar to ensure optimal scheduling of services and resources.
• Manage inquiries, appointment bookings, rescheduling, cancellations, and follow-ups.
• Provide high-level client service with professional and timely communication.
• Monitor and update online booking portals as needed.
• Report on system efficiencies and metrics, providing updates on booking efficiency, client service performance, and issues affecting service delivery.
• Participate in strategic planning to enhance service offerings based on booking and demand data.
• Perform regular duties of a Client Service Agent.

Other Duties

• Promote and support diversity, equity, and inclusion within Toronto Humane Society.
• Represent the organization professionally during interactions with employees, clients, visitors, and external stakeholders.
• Follow safety procedures, understand incident reporting, and adhere to the Occupational Health and Safety Act (OHSA) and related policies.
• Perform other duties as required for daily operations.

Job Requirements

• Minimum 6 months experience in a Client Service Agent role or equivalent education and experience.
• Knowledge of all Client Service Agent roles and skills.
• Effective verbal and written communication skills.
• Ability to prioritize, manage conflicting demands, and remain calm in emotionally charged situations.
• Adaptability to a dynamic environment.
• Passion for animal welfare.
• Strong interpersonal skills and flexibility to work in diverse environments.
• Meticulous record-keeping and revenue handling skills.
• Effective time management and organization skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and Petpoint.
• Leadership qualities, cultural humility, and commitment to accessible veterinary care.
• Non-judgmental attitude.

Work Conditions

• Interaction with staff, management, and the public, including sensitive situations.
• Flexible hours, including evenings, weekends, and holidays.
• Occasional overtime.
• Physical requirements include lifting, carrying, pushing, pulling, climbing, and balancing, with exposure to environmental and health hazards.

Candidate Potential

We value diverse perspectives and encourage applicants who are passionate about animal welfare, even if they do not meet every qualification. We support professional growth and development.

Commitment to Diversity, Equity, & Inclusion

We are dedicated to a diverse and equitable workplace, welcoming applications from underrepresented groups, including Indigenous, Black, racialized, immigrant, 2S/LGBTQ+, and disabled individuals.

Accommodation Needs

Applicants can request accommodations at any recruitment stage by informing us when contacted.