Client Care Specialist - Angell West

MSPCA-Angell; Waltham (MA); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Tuition reimbursement

Paid holidays

Paid time off

Employee discounts

Free on-site parking

Job summary

MSPCA-Angell West is seeking a Client Care Specialist (CCS) to join our veterinary hospital team on the 2nd shift, Wednesday-Saturday with occasional other shifts. You will be the first face clients meet, delivering warm, empathetic service during emotional moments and guiding admissions, payments, and discharges with clear communication.

Join a nationally respected hospital with strong values and opportunities for growth as you support a high-performing veterinary team and help animals and

Qualifications

• 1 year of customer service experience.
• Strong communication: clear, compassionate, confident.
• Ability to stay calm and organized in high-energy environments.
• Comfort with computers, phones, scanners, and multitasking.
• Ability to stand for long periods and lift up to 40 lbs.
• A genuine passion for helping animals and the people who love them.

Responsibilities

• Welcome clients with warmth, empathy, and professionalism.
• Check in appointments, emergencies, and specialty cases.
• Keep clients informed with clear, confident communication.
• Answer phones and respond to inquiries with accuracy and care.
• Verify client information and review estimates.
• Process payments and reconcile your cash drawer.
• Coordinate smooth, stress-free discharges with clear instructions.
• Support pet food sales, stocking, and prescription food pickups.
• Collaborate with veterinary staff, supervisors, and managers.
• Help onboard and mentor new team members.
• Stay flexible and focused in a fast-moving environment.
• Follow safety protocols and report concerns promptly.
• Register emergency, referral, and unscheduled patients.
• Gather essential clinical details for triage.
• Explain emergency workflows and financial expectations.
• Coordinate communication between clients and veterinary teams.
• Provide updates to clients with hospitalized pets.
• Prepare and present estimates for planned and emergency admissions.
• Collaborate with veterinary staff to clarify estimate details.
• Assist Billing and Front Office teams with financial services and payment options.
• Serve as a financial liaison during admissions.

Skills

Customer service

Communication

Empathy

Multitasking

Stamina

Education

High School or better

Associates or better

Job description

• Excellence

Client Care Specialist (CCS) - Veterinary Hospital - Full Time, 2nd shift, Wednesday-Saturday, occasional other shifts may be needed, rotating holidays

Be the First Face of Compassionate Care

Love animals? Thrive under pressure? Want a role where your work truly matters?

As a Client Care Specialist (CCS) at MSPCA‑Angell West, you’re the heartbeat of our client experience. You’re the first person pet owners meet during some of their most emotional moments — and the steady, compassionate presence that helps them feel supported from the moment they walk through our doors.

This is your chance to join one of the most respected veterinary hospitals in the country and make a real impact every single day.

What You’ll Do

Deliver an Exceptional Client Experience

• Welcome clients with warmth, empathy, and professionalism
• Check in appointments, emergencies, and specialty cases
• Keep clients informed with clear, confident communication
• Answer phones and respond to inquiries with accuracy and care

Own the Admission & Discharge Process

• Verify client information and review estimates
• Process payments and reconcile your cash drawer
• Coordinate smooth, stress‑free discharges with clear instructions
• Support pet food sales, stocking, and prescription food pickups

Support a High‑Performing Veterinary Team

• Collaborate closely with veterinary staff, supervisors, and managers
• Help onboard and mentor new team members
• Stay flexible and focused in a fast‑moving, high‑stakes environment
• Follow safety protocols and report concerns promptly

Grow Your Expertise & Leadership

As you develop in the CCS role, you’ll have the opportunity to advance and take on additional responsibilities within the scope of the team that deepen your skills and expand your impact at the hospital.

Additional Responsibilities Include

• Register emergency, referral, and unscheduled patients
• Gather essential clinical details for triage
• Explain emergency workflows and financial expectations
• Coordinate communication between clients and veterinary teams
• Provide updates to clients with hospitalized pets
• Prepare and present estimates for planned and emergency admissions
• Collaborate with veterinary staff to clarify estimate details
• Assist Billing and Front Office teams with financial services and payment options
• Serve as a financial liaison during admissions

What You Bring

• 1-2 years of customer service experience
• Strong communication skills — clear, compassionate, confident
• Ability to stay calm, organized, and focused in high‑energy environments
• Comfort with computers, phones, scanners, and multitasking
• Ability to stand for long periods and lift up to 40 lbs
• A genuine passion for helping animals and the people who love them

How We Work: Our Values in Action

Client Services Core Values

• Assume Positive Intent — Lead with trust and empathy
• Be Solutions‑Oriented — Don’t just spot problems; help solve them
• Be Mindful; Be Present — Focus on the task at hand, follow through and do it well
• Respect — For clients, colleagues, and yourself
• Ownership — Take responsibility and take pride in your growth

MSPCA Organizational Values

Compassion

• Integrity
• Positivity
• Service
• Excellence
• Collaboration These values guide how we treat clients, animals, and each other every day.

Compensation

• Starting pay: $21-22/hour candidates hired for second shift will receive an additional $2.50/hr shift differential.
• Please note that candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications

Benefits

• Blue Cross PPO medical, dental, and vision
• Life and disability insurance
• 403(b) retirement plan
• Tuition reimbursement
• Paid holidays, sick time, and vacation
• Employee discounts on pet care and food
• Free on‑site parking

Why MSPCA‑Angell?

Founded in 1915, MSPCA‑Angell is internationally recognized for excellence in veterinary medicine, education, and compassionate service. We provide primary care, 24/7 emergency services, and specialty care for dogs, cats, and exotic pets.

Joining our team means joining a mission — and a legacy.

Make Your Passion Your Career

If you’re ready to bring your customer service skills into a role where every day offers the chance to help animals and the people who love them, we’d love to meet you.

Experience

Required

• 1 year(s): A minimum of 1 year of previous customer service experience required.

Education

Required

• High School or better

Preferred

• Associates or better

Licenses & Certifications

Required

• MA-License

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.