Client Services Representative

ASPCA; New York (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health coverage

401(k) with employer contributions

Paid holidays and time off

Job summary

The ASPCA Animal Hospital is seeking a Client Services Representative to serve as the main point of contact for clients from check-in to check-out. You will help with paperwork, scheduling, and managing records while coordinating with medical teams in a fast-paced, compassionate environment.

Requires at least 1 year of customer service experience, strong communication, and the ability to multi-task. Onsite role with 4 days per week, 10-hour shifts, at the 92nd Street location.

Qualifications

• Minimum of 1 year of customer service experience.
• Proficiency with computers and common software tools.
• Bilingual English and Spanish required.

Responsibilities

• Greet clients, determine the nature of visits, and direct them accordingly.
• Load rooms, log times, and manage appointment systems.
• Provide compassionate, non-judgmental client service with Fear Free principles.
• Coordinate with medical teams and support client record management.

Skills

Customer service

Communication

Multitasking

Detail oriented

Education

High School Diploma

Tools

Box

Impromed

Teams

Job description

Overview

Do you enjoy working in a fast-paced environment with a strong team of committed animal lovers? Is problem solving and working with a variety of people something that energizes you? The ASPCA Animal Hospital Client Services Representative (CSR) creates an atmosphere of support for clients and their pets during their time with us.

Who We Are

The ASPCA Animal Hospital (AAH) provides expert, urgent medical care to some of NYC’s most vulnerable animals. As a component of the NYC safety net system, we provide subsidized care for animals whose owners are experiencing financial challenges and cannot otherwise afford medical care for their pet. We also provide medical care for animals who come to us through our internal partners, including victims of cruelty and neglect, as part of our partnership with the NYPD. AAH is passionate about minimizing fear, anxiety, stress, and pain in our patients. Team members in this position are responsible for providing services and communication to clients, members of the public, co-workers, and patients that are consistent with our practice’s standards and Fear Free values.

What You’ll Do

The Client Services Representative reports directly to the Manager, Client Services and has 0 direct reports. The CSR serves as a primary point of contact for clients throughout their experience at the hospital, providing support from check-in through check-out. Responsibilities include assisting clients with required paperwork, scheduling appointments, answering calls and messages, maintaining accurate client and patient information, and supporting electronic medical records. The CSR coordinates and facilitates communication across multiple platforms, connecting clients with medical teams and supporting communication between internal departments and external partners. Above all, the CSR provides compassionate, professional customer service with a high level of respect toward clients and their pets during what may be a difficult time.

Where and When You’ll Work

This full-time position works 4 days per week, 10-hour shifts. The schedule is Monday, Thursday‑Saturday 8:00am-6:00pm, onsite at our 92nd Street location. Position may require occasional flexibility and occasional overtime, including weekends. Schedules are subject to change at the sole discretion of the ASPCA.

Compensation

The starting pay rate for this role is $22.00 hourly and falls under a collective bargaining agreement.

• Staff in this role may be eligible for additional pay such as shift differential.

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar‑for‑dollar up to 4% and provide an additional 4% contribution toward your future each year. Robust professional development opportunities, including classes, on‑the‑job training, coaching and mentorship with industry‑leading peers, internal mobility, opportunities to support in the field and so much more

Responsibilities

Client Service

• Greet clients, determine nature of visit, and direct clients accordingly
• Load rooms when necessary and log times in the appointment management software.
• Build close working relationships with others, both internal and external, and at all levels
• Use a non‑judgmental approach to build trusting relationships with clients
• Encourage the client to speak openly and honestly to their doctor about medical and financial concerns
• Provide clients with required paperwork, ensure paperwork is completed properly
• Assist owners in comprehension of information provided to them and support them with their decisions
• Work with clients to obtain medical records from previous clinics as needed
• Provide a safe and compassionate environment for our patients and clients by utilizing Fear Free techniques
• Resolve client service issues within established guidelines
• Attend to the client every 30 minutes while client is in the hospital to assess animal health and client comfort

Administrative Client and Hospital Support

• Utilize computer system effectively – schedule appointments, create client accounts, view medical records, manage financial transactions
• Answer phone calls – schedule appointments, take messages for doctors, answer general questions; guide clients without giving medical advice
• Confirm daily appointments
• Be familiar with and utilize procedure manual as effective reference tool
• Discretely handle confidential client information such as social security numbers, credit card numbers, financial histories, etc. with adherence to all ASPCA privacy policies and Payment Card Industry Data Security Standards (PCI DSS)
• Complete financial transactions for clients, including taking credit card and cash payments and recording payment in computer system
• Review and determine client eligibility to be seen at the ASPCA Animal Hospital according to One ASCPA Fund Guidelines
• Maintain neat front desk appearance, keep supplies stocked

Qualifications

• Demonstrate genuine respect and friendliness to all clients and staff; leverage differences in others’ perspectives and ideas; appreciate cultural differences and approach all interactions with kindness and an open mind
• Must be organized and detail oriented and have a history of arriving on time and being ready to work at the start of your shift
• Ability to handle money accurately and honestly
• Ability to keep composure in a busy environment and handle every interaction with diplomacy
• Enjoys working collaboratively as part of a team, willing to pitch in to help others, both a strong team player and individual contributor
• Must be able to accurately and efficiently multi‑task and problem solve in a fast‑paced, ever‑changing environment
• Must be friendly, outgoing and “people‑oriented”; comfortable speaking with people from a variety of backgrounds
• Must have strong interpersonal and communications skills
• Proficiency with computers required, and ability to learn software such as Box, Impromed, and Teams
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Education And Work Experience

• Minimum of 1 year of customer service experience required.
• Experience working in a fast‑paced, high‑volume environment preferred.
• Experience handling difficult or emotionally sensitive client interactions preferred.
• Experience in a veterinary care, animal welfare, healthcare, or nonprofit setting is a plus.
• Experience with any of the following preferred: scheduling, data entry, payment processing, or client record management

High School Diploma (Required)

Experience in working in a team driven environment, Fear Free® certified, or within 30 days of employment (required), Interest in working with diverse urban populations

Language

English (Required), Spanish (Required)

About Us

The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full‑service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on‑the‑ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Our EEO Policy

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Applicant Notices

Applicants have rights under federal employment laws: Equal Employment Opportunity; Employee Polygraph Protection Act (EPPA); Family and Medical Leave Act (FMLA); Uniformed Services Employment Reemployment Rights Act (USERRA). Candidates residing in AZ, CA, CO, Flagstaff (AZ), IL, IN, Los Angeles (CA), Los Angeles County (CA), MA, ME, ND, NJ, NM, NYC, OR, Philadelphia (PA), RI, San Francisco (CA), TN, and WI should.