Client Service Agent

Toronto Humane Society - Toronto, ON (30+ days ago)

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The Client Service Agent (CSA) under the direction of the Administrative Manager, Admissions and Public Veterinary Services will be responsible for administrative tasks within admissions and public veterinary services departments of the Toronto Humane Society. The CSAs are additionally responsible for answering inquiries about the clinic and admissions services/departments.

Job Duties

  • 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 of the admissions 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-judgmental 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, micro chipping, etc.)
  • Aggregates information and reviews all shelter admission profiles for surrenders, as well as requests for owned animal medical care, via phone messages, email, and written notes
  • Communicate with agency partners when required for the transfer of animals
  • Maintain a strong understanding of the shelter and public veterinary services and programs, including but not limited to; vaccinations, surgical services, preventative health care, surrender, 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
  • Understand both pre-operative and post-operative instructions and be able to communicate these instructions to clients over email, phone, and in person; during one on one client consultation as well as large group information settings
  • 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.
  • Schedule appointments for clients in accordance with all designated protocols over the phone, in person and by email.
  • 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

Job 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 adapt to new technology
  • Ability to remain calm and professional in urgent/demanding situations
  • Maintain a professional appearance, demeanour, and attitude at all times
  • Meticulous records maintenance & revenue handling skills
  • Ability to ensure workspace, daily workload, and records are organized and quickly accessible at all times
  • Strong knowledge of operational and patient care protocols (with the ability of referencing these materials promptly at all times)
  • Ability to deal with the public sensitively, tactfully, diplomatically, and profess ionally at all times (in person, over the phone or by email)
  • Ability to effectively communicate both verbally and in writing
  • Ability to triage, multitask, and work with upmost efficiency
  • Ability to work individually as well as part of a team
  • Proficient in Microsoft Office programs (including Word, Excel, and Outlook)

Work Conditions

  • Flexible hours, including nights, weekends, and holidays
  • Occasional overtime
  • Intermittent physical activity including walking, standing, sitting, lifting, and occasionally assisting to restrain patients in absence of a veterinarian assistant (only after training is provided)
  • Operation of desktop computer, phone, lobby television, and peripherals
  • Extended periods of sitting, repetitive clerical tasks or answering phone calls
  • Interaction with employees, management, and the public at large
  • Working in a busy office environment with frequent interruptions
  • Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, noise extremes, hazardous materials, bright/dim lights, toxic agents, animal attacks, animal bites, disease, pathogenic substances, or rude/irate customers

This position is non-unionized.

The Toronto Humane Society is an equal opportunity employer and is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, the Toronto Humane Society will make accommodations available to applicants with disabilities upon request during the recruitment process.

Please note, only candidates who are selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $14.70 /hour


  • sales: 1 year (Preferred)
  • customer service: 1 year (Preferred)


  • Secondary School (Preferred)