Client Care Representative

Queensway West Animal Hospital
in Kanata (Ottawa) is seeking a friendly, energetic, and compassionate Customer service representative to join our innovative and dynamic team in a full-time capacity.

If you love cats and dogs and a sprinkling of wildlife and exotics, and enjoy helping people – search no further

Our ideal candidate is a team player with excellent communication skills, who is detail oriented and thrives in a fast-paced environment while connecting with our team and clients through their love of pets. We are looking for someone that can provide the quality service our clients and patients expect (including smiles, treats and furry snuggles if necessary), while multitasking in a busy environment.

Queensway West is a 3-doctor practice that focuses on dogs and cats with some exotics and provides service to a local wildlife rescue. We are open Monday to Thursday from 7:30am to 8:00pm, Friday from 8:00am to 5:00pm, closed weekends and statutory holidays. You will be scheduled for an average of 40 hours per week.

We work collaboratively, so it's important that we identify someone with a cheerful and amiable disposition that shares our enthusiasm for convivial teamwork. We believe in work-life balance, laughter and fun while doing the dedicated work that we do. If you are looking for a progressive environment where each individual is heard, and recognized for their unique contributions, we'd love to talk.

Job Duties:
Client Experience
Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.

Contributes to smooth communication throughout a client's visit and seeks answers to any client questions or concerns.

Supports healthcare recommendations and helps educate clients on care or products that would enrich the life of their pet.

Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

Patient Experience
Greets, handles, and treats pets with kindness, compassion, patience and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure.

Advocates for the patient. Helps provide an organized and calm procedural and patient flow throughout medical and treatment areas.

Culture Champion & Communication
Contributes to a positive, healthy culture.

Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.

Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital.

Follows progressive patient care standards while supporting a positive work environment.

Supports and participates in all voluntary and mandatory accreditations/regulations and training. This includes AAHA, Fear Free, Hands Free Radiation, Great Places to Work, Employment Standards, NBVMA, AAHA, WHMIS, OHS, etc.

Receptionist Duties
Welcomes and supports clients and pets, adapting responses to reflect the situation.

Efficiently and accurately performs clerical and reception duties, client and in-patient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow.

Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Identifies and addresses any issues.

Manages a multi-line phone system to book appointments and direct client communication, responds and manages e-mail communications

Correctly enters client and patient information into PIMS and confirms it's up-to-date at every visit.

Tracks new clients/patients, frequency of visits, and meets predetermined goals for appointment and surgery fill rates.

Assists in monitoring inventory of office supplies, prescription food and retail times that adheres to PMs guidelines. Makes efficient use of drugs and supplies.

Identifies questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation.

Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Leader or Practice Manager.

Qualifications:
Experience In The Veterinary Industry Preferred
Strong communication and interpersonal skills required

Multi-tasking and organizational skills

Ability to plan and prioritize

A kind, compassionate, and responsible disposition

Problem solving skills with the ability to adapt, be creative, and offer quick and effective solutions

Ability to work in teams and thrive in a fast-paced environment

Proven ability to build and nurture relationships at all levels

An approach that is progressive, strategic, humble, and achievement oriented

A love for animals

Total Compensation
We value our team members, and prove it by supporting your personal, financial, and professional growth through:

A Competitive Wage rate

A comprehensive Health Benefits package (100% of Medical, Dental, & Vision premiums paid), effective following successful completion of 3-month probationary period

Professional Services coverage (chiropractor, massage therapist, physiotherapist, and more)

Employee Assistance Program

Paid Vacation time

Paid Emergency Days

Generous Veterinary Discounts (75% off services for your own pets, and an extended family and friends discount)

Uniform Allowance

We are an equal opportunity employer and are committed to providing a respectful, inclusive, and diverse workplace.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.