Client Care Specialist - Angell West

About the role

As a Client Care Specialist (CCS) at MSPCA-Angell West, you're the heartbeat of our client experience. You're the first person pet owners meet during some of their most emotional moments — and the steady, compassionate presence that helps them feel supported from the moment they walk through our doors. This is your chance to join one of the most respected veterinary hospitals in the country and make a real impact every single day.

What You'll Do

• Welcome clients with warmth, empathy, and professionalism
• Check in appointments, emergencies, and specialty cases
• Keep clients informed with clear, confident communication
• Answer phones and respond to inquiries with accuracy and care
• Verify client information and review estimates
• Process payments and reconcile your cash drawer
• Coordinate smooth, stress‑free discharges with clear instructions
• Support pet food sales, stocking, and prescription food pickups
• Collaborate closely with veterinary staff, supervisors, and managers
• Help onboard and mentor new team members
• Stay flexible and focused in a fast‑moving, high‑stakes environment
• Follow safety protocols and report concerns promptly

Additional Responsibilities

As you develop in the CCS role, you'll have the opportunity to advance and take on additional responsibilities within the scope of the team that deepen your skills and expand your impact at the hospital.

• Register emergency, referral, and unscheduled patients
• Gather essential clinical details for triage
• Explain emergency workflows and financial expectations
• Coordinate communication between clients and veterinary teams
• Provide updates to clients with hospitalized pets
• Prepare and present estimates for planned and emergency admissions
• Collaborate with veterinary staff to clarify estimate details
• Assist Billing and Front Office teams with financial services and payment options
• Serve as a financial liaison during admissions

Requirements

• 1-2 years of customer service experience
• Strong communication skills — clear, compassionate, confident
• Ability to stay calm, organized, and focused in high‑energy environments
• Comfort with computers, phones, scanners, and multitasking
• Ability to stand for long periods and lift up to 40 lbs
• A genuine passion for helping animals and the people who love them

Core Values

Client Services Core Values: Assume Positive Intent — Lead with trust and empathy; Be Solutions‑Oriented — Don't just spot problems; help solve them; Be Mindful; Be Present — Focus on the task at hand, follow through and do it well; Respect — For clients, colleagues, and yourself; Ownership — Take responsibility and take pride in your growth.

MSPCA Organizational Values: Compassion, Integrity, Positivity, Service Excellence, Collaboration. These values guide how we treat clients, animals, and each other every day.

Pay

Starting pay: $21-22/hour. Candidates hired for second shift will receive an additional $2.50/hr shift differential. Candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications.

Schedule

Full Time, 2nd shift, Wednesday-Saturday, occasional other shifts may be needed, rotating holidays.

Benefits

• Blue Cross PPO medical, dental, and vision
• Life and disability insurance
• 403(b) retirement plan
• Tuition reimbursement
• Paid holidays, sick time, and vacation
• Employee discounts on pet care and food
• Free on‑site parking

Why MSPCA-Angell?

Founded in 1915, MSPCA-Angell is internationally recognized for excellence in veterinary medicine, education, and compassionate service. We provide primary care, 24/7 emergency services, and specialty care for dogs, cats, and exotic pets. Joining our team means joining a mission — and a legacy.