Client Care Specialist

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Brand New Independently Owned Shoreview Veterinary Hospital In the Beach looking for Client Care Specialists

With the opening of the independently owned Shoreview Veterinary Hospital in June 2024, Dr. Nigel Skinner is thrilled to return to both clients and pets of the beloved Beach community along with Dr. Janice Wozniak. This brand new feminist forward, state-of-the-art facility opened in June 2024. We are actively seeking a passionate and dedicated Client Care Specialist to join our experienced team as we continue to grow.

With over 15 years of experience and having earned a great reputation within the Beach community, the Shoreview team is committed to addressing serious challenges plaguing the largely female veterinary field. Our focus is on decreasing burnout, nurturing a work-life balance and eliminating inadequate or non-existent training. We schedule hours and holidays that take parents and families into consideration while also addressing low wages typical of the industry. It is also paramount to the Shoreview team that you are in an environment where you can have fun while you also thrive professionally! In the short time that we’ve been open, we’ve earned a stellar reputation amongst both clients and staff! Our reputation speaks for itself. Feel free to ask around about us and check out our reviews!

Here is a detailed look at the hospital culture we are creating for a positive and rewarding work environment:

• Flexible/ Family Friendly Work Schedule: We book appointments from 9 am to 7 pm on Mondays and Wednesdays, (opening at 8am) and 9am to 5pm, Tuesdays, Thursdays and Fridays (opening at 8 am) with weekends off, along with 24/7 Virtual Care for our clients through VetWise. This eliminates 12-hour shifts, split shifts, overtime, and rotating weekends, ensuring a better work-life balance.
• Competitive Compensation and Benefits: You'll receive full medical/dental benefits paid for by us, paid lunch hours, Figs scrubs, and vacations starting at 2 weeks along with competitive wages based on your experience but no lower than $20/hour. Your raises will reflect your true value and not be 30 cents a year based on an algorithm from a corporate scale or template.
• Cutting-Edge Technology: Our facility is equipped with the latest technology, from practice management software to AI, to our phone system. Our team has had months to research and test the latest software so as to find the tech with greatest ease of use to make your job easier and more efficient.
• Invested Management Team: Our Medical Director, Dr. Nigel Skinner and our Practice Manager, Tracy MacTaggart, are not just experienced leaders who are working at the clinic every day, they are financially invested in Shoreview’s success. Their commitment and investment ensure a secure, happy, motivated team reducing staff turnover where you can grow your career in one place. We are committed to creating an environment so good that you won’t want to go anywhere else!
• Family-Friendly Policies: We understand the challenges faced by working parents in this predominantly female workforce. We have a feminist approach that takes into account scheduling around school holidays to support family time and mental well-being.
• Respect and Appreciation: As a Client Care Specialist, you will be highly trusted and respected and recognized as a vital member of the team. You are the first face our clients see when they walk in and the first voice on the phone when they call. You are representing the best of Shoreview, and we want to support you in being your best. We value your role in providing exceptional customer service and support and welcome your input in terms of how to make the clinic run smoothly.
• Twice Yearly Job Review: Every six months, you'll have a personal and realistic review with the Practice Manager, focusing on your support needs and professional development. You will have a meaningful discussion not based on a template or number system that inevitably seems to be a 3 out of 5 but on what matters to you and your success in this position.
• Zero Tolerance for Client Abuse: We prioritize your physical and emotional well being and have strict protocols in place to address any instances of client abuse. This was strictly adhered to in our last clinic and gave great security and confidence to our staff.
• Thorough Training: You will undergo several weeks of training with our experienced Director of Client Care who has years of experience in this field and is excellent at what she does.. You won’t be thrown into a situation where you need to “wing it”, you can be confident about everything from our software to client interaction to representing Shoreview in the best way.
• Regular Communication and Collaboration: Rounds are held twice daily, and staff meetings are held once a week, every week. This constant communication was very successful and appreciated at our previous clinic and as it turns out is rarely consistent in the industry. Your input is welcome and valued as every part of the team wants to be aware of how we can work best together in the clinic from front to back. Our Client Care team are constant contributors to both rounds and our staff meetings.
• Transparent Management: Our Practice Manager and management team are hands on and on the floor not behind a closed door answering to a mysterious head office. We answer to you and to this clinic only. As we are constantly interacting in real time with staff, clients, and patients, we are aware of your challenges and can provide realistic support for situations that we will be experiencing together. We strongly believe in the “slow to hire, quick to fire” mantra as we have seen how damaging it is when Practice Managers are unable to let go of staff that aren’t pulling their weight only to the detriment of the hardest workers. We hear and respect our staff when they feel they are doing more than their fair share while others are not and we understand the importance of quickly resolving these situations so we can keep our best team members happy.
• Pet Care and Food: All staff pets will receive free annual exams and vaccines and all other services and products at cost.

In summary, Shoreview offers:

• Cutting-edge technology and a supportive and fun work environment
• Experienced mentors throughout the veterinary and management team, as well as in Client and Patient Care teams
• Work-life balance with no weekend shifts and consistent weekday hours
• Competitive wages and benefits as well as Figs scrubs
• Regular communication and collaboration through twice daily rounds and weekly staff meetings
• Zero tolerance for client abuse, with a focus on staff wellbeing
• Opportunities for professional development
• Bi annual reviews with the management team

We are looking for someone who:

• Wants a career in Client Care not a foot in the door for another position. For us, this is a career job and you are an expert
• Has had a minimum of 2 years experience in a similar role in the veterinary field
• Has broad computer knowledge and skill (our software choices are user friendly but they’re not for someone with a small amount of tech knowledge/experience or who struggles with technology)
• Would be described as warm, welcoming, friendly, outgoing, and positive and who truly enjoys interacting with people and pets
• Thrives in a fast paced, busy environment and is comfortable effectively multi tasking
• Has experience with multiple phone lines
• Has knowledge of veterinary terminology and is a quick learner
• Is a team player with a high emotional intelligence who takes initiative
• Is at ease navigating difficult client interactions while maintaining compassion, patience, and professionalism.

If you think that you would be a great fit to our team, please respond with your resume and cover letter to practicemanager@shoreviewvets.ca

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 35 – 40 per week

Benefits:

• Dental care
• Extended health care
• Paid time off

Experience:

• Veterinary: 2 years (preferred)

Work Location: In person