Client Service Representative

Zymtronix Catalytic Systems Inc; City of Ithaca (NY); On-site; USD 69,629,000 - 74,930,000; Full time

Benefits offered by this job

3 weeks paid vacation

Holiday leave with floating holidays

Comprehensive health care options

Wellness programs

Employee discounts

Job summary

Cornell University Hospital for Animals (CUHA) seeks a Client Service Representative to enhance the in-person client experience at Ithaca, NY. The role involves greeting clients, gathering information, answering calls, and coordinating with multiple CUHA front offices to ensure smooth visits.

The position requires strong customer service, clear communication, and the ability to handle busy, high‑volume environments with empathy and professionalism.

Qualifications

• High School or associate’s degree required.
• 2-4 years of relevant customer service experience.
• Excellent customer service skills and professional communication.
• Ability to stay calm during emergencies and multitask in a busy hospital setting.

Responsibilities

• Greet clients and visitors, collect information, answer a multi-line phone system.
• Explain CUHA policies and directions to clients and staff.
• Facilitate client visits and act as liaison between client and staff.
• Prepare and audit invoices, process payments, and manage deposits.

Skills

Customer service

Verbal communication

Microsoft Office

ezyVet

Education

High School or Associate degree

Tools

ezyVet

Job description

Client Service Representative

The Cornell University College of Veterinary Medicine seeks a Client Service Representative to join the team at the Cornell University Hospital for Animals (CUHA). This position is focused on the in‑person client experience. Client Service Representatives are expected to be outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and move to areas throughout the client service organization. This includes the Companion Animal Hospital (CAH) Admissions office, CAH Discharge office, Equine & Nemo Farm Animal Hospital (ENFAH) front office and CUHA Out of Hours office.

The job responsibilities include, but are not limited to:

• Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi‑line phone system, notify clinical services of client’s arrival, and use good sound judgment when handling emergency situations relaying pertinent information as necessary.
• Review the current day schedule and update incomplete information. Assist students and other clinical support staff with client questions. Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
• Responsible for facilitating clients’ visits, directing communications with clients during their visit, and acting as a liaison between the client and staff to ensure the visit goes smoothly
• Prepare and audit invoices, processing final payments, refunds, collecting & posting deposits for hospitalized patients.
• Maintain a balanced cash drawer, paying close attention to cash control and potential loss exposure.
• Verify home instructions have been emailed to referring veterinarians and clients after discharge.
• Client Service Representatives will be trained in both Admission and Discharge performing the functions based on the client’s immediate need.

Required Qualifications

• A High School or associate’s degree in a relevant field of study and 2-4 years of relevant customer service experience is required.
• Must possess excellent customer service skills.
• Be able to effectively and professionally communicate verbally with coworkers, doctors, students, and clients, and handle interactions with grace.
• Ability to maintain calm demeanor during emergency situations and demonstrate sincere compassion.
• Ability to work efficiently in a busy environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Must be able to multitask and to quickly change priorities and solve problems in a fast‑paced environment while maintaining a positive attitude.
• Must be able to work within a diverse team and perform with minimum supervision.
• Have basic computer and technical skills including familiarity with Microsoft Office and the ability to learn electronic medical record system (ezyVet) and other software programs.

Preferred Qualifications

• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service‑related office preferred.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement.
• Certifications in leadership development and/or client service areas.

Important Details about the Position

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.

This position is scheduled to work Monday, Wednesday, Thursday, and Friday from 7:15am - 3:45pm and Sundays from 7:30am - 4:00pm.

While the expected schedule is detailed above, flexibility in the role is required. The specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

The Following Documents are Required to be Submitted with your Application

• Resume

What We Offer :

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 additional holiday days with 2 additional floating holidays to be used at your discretion.
• An award-winning employer provided benefits program
  • Comprehensive health care options
  • Access to wellness programs
  • Employee discounts with local and national retail brands
  • Generous retirement contributions
  • Impressive educational benefits include tuition‑free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program
• Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

Who We Are:

Cornell University Hospital for Animals (CUHA) provides leadership in patient care, education, clinical investigation and scientific innovation. As part of an all-encompassing customer service team, the Client Experience Coordinator will excel in communication management and will collaborate with other Client Experience Coordinators for Scheduling and Records Management, members of the broader customer service team, other hospital staff, and students.

Questions?

Gabriel Gonzalez - [e-mail]

University Job Title:

Administrative Asst III

Job Family:

Administration

Level:

C

Pay Rate Type:

Hourly

Pay Range:

$24.30 - $26.15

Remote Option Availability:

Onsite

Company:

Contract College

Contact Name:

Gabriel Gonzalez

Contact Email:

[e-mail]

Job Titles and Pay Ranges:

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• Prior relevant work or industry experience
• Education level to the extent education is relevant to the position
• Unique applicable skills
• Academic Discipline

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Cornellwelcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world‑class education and career opportunities, to further the founding principle of “... any person ... any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy‑related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students and staff impart an uncommon sense of larger purpose and contribute creative ideas to further the university's mission of teaching, discovery, and engagement. With our main campus located in Ithaca, NY, Cornell's far‑flung global presence includes the medical college's campuses on the Upper East Side of Manhattan and Doha, Qatar, as well as the Cornell Tech campus located on Roosevelt Island in the heart of New York City.

We offer a rich array of services, programs and benefits to help employees advance in their career and enhance the quality of personal life, including: employee wellness, workshops, childcare and adoption assistance, parental leave, flexible work options.