Client Service Agent

Do you love animals as much as we do? Join us and you can make a difference every day

Toronto Humane Society finds new homes for thousands of animals and helps keep families together. However, Toronto Humane Society is more than an animal shelter. We are an educational resource and support system, a leading voice in animal welfare and accessible care. Toronto Humane Society is a center of excellence, a space where best practices and boundary-pushing knowledge exchange meet with unyielding optimism and a love for animals to create something special. Toronto Humane Society is like no other.

**Working at Toronto Humane Society**:
At Toronto Humane Society, we are drawn together by our **purpose**. The power of the Human-Animal Bond, it’s a bond like no other, and it’s the reason we get up in the morning. If you love animals as much as we do, you understand why we work so hard to provide the best life possible for the animals in our care and the people who bond with them. It’s our expertise at every step of the journey, combined with the love and support provided by people in our community that complete the circle.

At Toronto Humane Society we recognize that the field of animal welfare and the challenges it presents are ever changing. Because of this, we encourage and support our staff, volunteers, foster parents and other stakeholders to continue their **learning** journey. We believe that a commitment to learning and growing daily is the only way we will ever achieve our mission, not just as an organization, but also as individuals. In order to learn, we must be comfortable in the unknown, be able to take measured risks, and when we fail - be ready to accept it as an opportunity for growth. We want our people to continually develop and expand, finding creative ways to increase both our impact and theirs.

**Job Summary**
The Client Service Agent (CSA) under the direction of the Clinic Manager, Public Veterinary Services will be responsible for administrative tasks within the public veterinary service department of the Toronto Humane Society. The CSAs are additionally responsible for answering inquiries about the clinic.

**Main Duties/Responsibilities**
- Counsel members of the public and clients on species-specific animal welfare and services available
- Including, but not limited to, husbandry, training, medical health,
behaviour, and enrichment techniques
- Engage with clients and possible clients in a manner consistent with the Toronto Humane Society values, mission and policies
- Direct and counsel members of the public to the best available service for their needs; striving for a solution that keeps animals and their guardians together
- Maintaining and ensuring counsel for humane treatment at all times
- Responsible for opening/closing cash drawers and preparing administrative areas for daily operations
- Responsible for accepting payment for services and issuing receipts
- Provide refunds if and when required
- Provide excellent customer service in a non-judgemental and engaging fashion
- handle complaints or difficult interactions independently and document
required interactions within our shelter software or CRM systems
- Adhere to all medical policies and recommendations of the Toronto Humane Society and provide information to clients surrounding veterinary care topics (vaccinations, parasite control/prevention, sterilization, microchipping, etc.)
- Communicate with agency partners when required
- Maintain a strong understanding of the public veterinary services and programs, including but not limited to; vaccinations, surgical services, preventative health care, euthanasia, Trap/Neuter/Return
- Responsible for recording all client, patient, and medical information into our online database and preparing medical certificates and informational packages to clients for discharge
- Responsible for ensuring privacy of confidential client information (following PIPEDA legislation), maintaining meticulous medical and communication records when creating, updating, and filing patient records
- Work together with other client service agents, and medical staff to ensure optimal patient care
- Maintain a professional appearance, demeanour, and attitude at all times.
- Be aware of and work within the regulations of all THS policies and protocols.
- Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society
- Work in compliance with the provisions of the OHSA and its regulations including understanding and adhering to the requirements of the Health and Safety Manual and any other rules and regulations established by THS.
- Other duties as required in the day-to-day operation of the society

**Qualifications/Requirements**
- High school diploma or equivalent
- 1 year of experience in a customer services role preferred
- Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
- Ability to adap