Client Support Specialist

About the role

The Client Support Specialist serves as the primary point of contact for all client-related inquiries within the Veterinary Hospital Business Office. This role ensures high-quality customer service by managing multi-channel communications, addressing client concerns, and processing financial transactions with accuracy and professionalism. Additionally, this role serves as a key liaison between clients and hospital staff to resolve complex issues, while providing operational support to maintain seamless business office coverage.

Responsibilities

• Manage incoming phone calls and the business office email inbox, serving as the first line of response for client inquiries, questions, and concerns.
• Accurately process client payments, handle refunds, and manage daily transaction updates in accordance with hospital financial policies.
• Communicate and collaborate effectively with other hospital staff to investigate and resolve client billing or service issues.
• Administer and manage the client satisfaction survey program to gather feedback and support hospital service improvements.
• Perform routine Accounts Receivable and Accounts Payable tasks as needed to assist with business office coverage.

Qualifications

• Ability to maintain a high volume of professional, empathetic, and clear verbal and written communication with clients and staff for extended periods.
• Capacity for frequent, repetitive motions associated with digital payment processing, data entry, email management, and utilizing hospital information systems.
• Ability to efficiently switch between customer service, conflict resolution, and detailed financial tasks in a fast-paced office environment.

Key Qualifications

• Ability to maintain a high volume of professional, empathetic, and clear verbal and written communication with clients and staff for extended periods.
• Capacity for frequent, repetitive motions associated with digital payment processing, data entry, email management, and utilizing hospital information systems.
• Ability to efficiently switch between customer service, conflict resolution, and detailed financial tasks in a fast-paced office environment.

Other Responsibilities

• Other duties as assigned.

Qualifications

• Minimum Experience/Education: High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
• Preferred Qualifications: Excellent customer service skills and the ability to effectively convey complex technical information in a clear and concise manner to hospital clients. Ability to communicate effectively with different audiences and various organizational levels. Proven ability to approach challenges and resolve issues with a collaborative, team-centered mindset. Attention to detail and proficiency involving financial processes, documentation, verification, and reconciliation. Proficiency in Microsoft Word.
• Required License or Certification: N/A Valid NC Driver's License required No Commercial Driver's License Required?

Benefits

Wolfpack Perks and Benefits include Medical, Dental, and Vision insurance, a Flexible Spending Account, Retirement Programs, Disability Plans, Life Insurance, Accident Plan, Paid Time Off and Other Leave Programs, 12 Holidays Each Year, Tuition and Academic Assistance, and more. Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.