Bilingual Call Center Specialist (English/Spanish)

Anicira Veterinary Center; Harrisonburg (VA); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off

Paid holidays

401(k) with employer matching

Flexible Spending Accounts (FSA)

Employee Assistance Program (EAP)

Pet care discounts

Job summary

Anicira Veterinary Center seeks a dedicated Bilingual Call Center Specialist (English/Spanish) to support clients, schedule appointments, and provide clear information about veterinary services. The role is full-time and onsite in Harrisonburg, VA, with a Monday–Thursday schedule (10:00 a.m.–9:00 p.m.).

Proficiency in both English and Spanish is mandatory. You will collaborate with nurses and veterinarians, navigate a multi-line phone system, and help families access resources while maintaining

Qualifications

• Must be proficient in speaking both English and Spanish. This is a mandatory requirement for the position.
• Must be able to communicate fluently, clearly, and professionally with English- and Spanish-speaking clients.
• Must be comfortable explaining veterinary services, appointment information, fees, and other important details in both languages.

Responsibilities

• Deliver exceptional, compassionate client service during every interaction.
• Answer incoming calls and assist English- and Spanish-speaking clients with appointment scheduling, general inquiries, and information about Anicira's veterinary services.
• Manage a multi-line telephone system while efficiently and accurately prioritizing incoming calls.
• Communicate professionally, positively, and compassionately, particularly when assisting clients experiencing stressful or emotional situations.
• Clearly explain veterinary services, fees, treatment plans, products, and available resources.
• Educate clients about available services and appropriate next steps for their pets.
• Gather relevant information regarding patient concerns and promptly communicate potential medical issues to veterinary nurses, licensed veterinary technicians, or veterinarians as appropriate.
• Schedule appointments accurately according to hospital protocols, service availability, and patient needs.
• Utilize veterinary practice management software to maintain accurate client and patient information.
• Generate hospital forms, reports, and other necessary documentation.
• Maintain accurate medical records, client correspondence, and related documentation.
• Process client financial transactions accurately and efficiently.
• Review financial assistance applications and determine eligibility according to established program guidelines.
• Collaborate with hospital and Resource Center team members to coordinate services and support clients throughout their pets' care.
• Maintain strict confidentiality of client, patient, and organizational information.
• Perform additional duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Tools

Veterinary practice management software

Multi-line telephone system

Job description

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Bilingual Call Center Specialist (English/Spanish)

Bilingual Call Center Specialist (English/Spanish)

Full-Time | Monday–Thursday

Pay: $21 - $22 per hour

Location: Onsite, Harrisonburg, VA

BILINGUAL PROFICIENCY REQUIRED: Applicants must be proficient in speaking both English and Spanish to be considered for this position.

About Anicira Veterinary Center

At Anicira, everything we do is driven by our commitment to improving the quality of life for cats and dogs in our communities. As a nonprofit veterinary organization, we provide a variety of programs and veterinary services designed to make high-quality veterinary care affordable and accessible to all.

We are seeking a compassionate, dependable, and service-oriented Bilingual Call Center Specialist (English/Spanish) to join our Resource Center team.

In this important role, you will serve as a vital connection between pet owners and the veterinary care their pets need. You will help clients navigate services, schedule appointments, understand available resources, and feel supported throughout their experience with Anicira.

The ideal candidate is an excellent communicator who thrives in a fast-paced environment, enjoys helping people, and shares our passion for making veterinary care accessible to families and pets in need.

Required Qualifications

Must be proficient in speaking both English and Spanish. This is a mandatory requirement for the position.

Must be able to communicate fluently, clearly, and professionally with English- and Spanish-speaking clients.

Must be comfortable explaining veterinary services, appointment information, fees, and other important details in both languages.

Bilingual proficiency may be evaluated during the interview and selection process.

Additional Qualifications

The successful candidate will:

Demonstrate excellent verbal and written communication skills.

Provide compassionate, professional, and nonjudgmental client service.

Treat clients and team members with kindness, respect, and understanding while appreciating cultural differences.

Work independently while also collaborating effectively as part of a team.

Demonstrate strong problem-solving skills, sound judgment, and the ability to think quickly.

Remain calm, patient, positive, and professional during challenging or emotionally sensitive client interactions.

Be comfortable learning and utilizing veterinary practice management software, multi-line telephone systems, and other technology.

Possess strong organizational skills, attention to detail, and the ability to manage multiple priorities.

Thrive in a fast-paced, high-volume call center environment.

Demonstrate reliability, adaptability, and a genuine commitment to Anicira's mission.

Previous experience in veterinary medicine, customer service, or a call center environment is preferred but not required.

Key Responsibilities

Responsibilities include, but are not limited to:

Deliver exceptional, compassionate client service during every interaction.

Answer incoming calls and assist English- and Spanish-speaking clients with appointment scheduling, general inquiries, and information about Anicira's veterinary services.

Manage a multi-line telephone system while efficiently and accurately prioritizing incoming calls.

Communicate professionally, positively, and compassionately, particularly when assisting clients experiencing stressful or emotional situations.

Clearly explain veterinary services, fees, treatment plans, products, and available resources.

Educate clients about available services and appropriate next steps for their pets.

Gather relevant information regarding patient concerns and promptly communicate potential medical issues to veterinary nurses, licensed veterinary technicians, or veterinarians as appropriate.

Schedule appointments accurately according to hospital protocols, service availability, and patient needs.

Utilize veterinary practice management software to maintain accurate client and patient information.

Generate hospital forms, reports, and other necessary documentation.

Maintain accurate medical records, client correspondence, and related documentation.

Process client financial transactions accurately and efficiently.

Review financial assistance applications and determine eligibility according to established program guidelines.

Collaborate with hospital and Resource Center team members to coordinate services and support clients throughout their pets' care.

Maintain strict confidentiality of client, patient, and organizational information.

Perform additional duties as assigned.

Work Schedule

Full-Time Position

Days: Monday–Thursday

Hours: 10:00 a.m.–9:00 p.m.

Applicants must be available to work the designated schedule.

Physical and Job Requirements

This position requires the ability to sit and work at a computer for extended periods, including frequent typing, telephone use, and interaction with multiple computer systems.

Employees must also be able to stand, walk, stoop, kneel, crouch, and occasionally lift, carry, or move items as necessary to perform the essential functions of the position, with or without reasonable accommodation.

Anicira offers a comprehensive benefits package to eligible full-time employees, including:

Comprehensive health, dental, and vision insurance

Paid time off (PTO)

Paid holidays

401(k) retirement plan with employer matching contributions

Flexible Spending Accounts (FSA) for healthcare and dependent care expenses

Employee Assistance Program (EAP)

Optional supplemental insurance coverage

Generous veterinary care discounts for personal pets

Join Our Team!

At Anicira, we believe every pet deserves access to quality veterinary care, regardless of their family's financial circumstances.

Our Resource Center team plays an essential role in making that mission possible by helping clients feel heard, respected, informed, and supported.