Client Services Representative
Required Skills & Experience:- Minimum 2 years' experience in a call centre or high-volume inbound contact centre environment, handling phone, email, and/or messaging enquiries
- Strong communication and interpersonal skills, with the ability to handle challenging customer interactions with confidence and empathy
- Experience handling payment-related customer interactions, such as following up on missed or failed payments, assisting with billing queries, or supporting customers through payment difficulties
- Experience working to SLAs, KPIs and/or targets
- Strong organisational skills with the ability to manage time, meet deadlines, and maintain high attention to detail
- Solid analytical and problem-solving abilities
- Proficiency in Microsoft Office, including Excel
- Previous experience working in a veterinary or healthcare setting (e.g. reception or administration) is strongly preferred
- Familiarity with CRM platforms, helpdesk or ticketing systems, and Microsoft SharePoint is desirable
- A proactive team player who takes initiative in identifying and suggesting improvements to the customer experience and operational processes, and who supports colleagues to ensure consistent, high-quality service delivery
- Nice to Have Skills & Experience
Veterinary practice experience Veterinary receptionist Veterinary office administrator Veterinary customer service representative Medical office experience Medical receptionist Patient service representative Front desk coordinator Dental office experience Dental receptionist Patient coordinator Treatment coordinator Accounts Receivable / Collections Experience Following up on past-due balances Collections calls Payment plan administration Resolving billing discrepancies Working with delinquent accounts Processing payments and refunds Payment resolution and customer retention Experience working toward collections KPIs or SLAsJob Description
As a Client Services Representative, you'll be the first point of contact for pet owners and veterinary clinics, handling inquiries, resolving issues, and ensuring smooth daily operations. A key part of the role involves following up on past-due payments, addressing service questions, and supporting the broader team in delivering a consistent and high-quality experience.
From time to time, the Client Services Representative may be required to provide cover in the absence of their supervisor/support the smooth running of the office, taking on additional responsibilities to ensure continuity of service.
We operate in the pet care industry, but this is not a veterinary or clinical role - our focus is on excellent customer service and payment and administrative support related to preventative health care plans.
