Customer Service Representative

Job Summary

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.

Required Skills

• 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

Compensation: The compensation for this role ranges between $38,000-$43,000 annually depending on experience.