Client Care Coordinator

Truss Veterinary Alliance, LLC•Durham, NC

About The Position

The Client Care Coordinator (CCC) works across the Command Center and Welcome Kiosk. In the Command Center, the role handles communications and administrative tasks such as teletriage, web chat, email, and medical records. At the Welcome Kiosk, the coordinator creates a positive first impression for clients arriving in person or contacting the clinic by phone. The role involves greeting clients, answering questions with enthusiasm and empathy, adding clients to the waitlist, helping pet owners where possible even when the interaction does not lead to a clinic visit, and keeping queue management software organized and accurate to support a smooth workday for the clinical team. The position contributes to the clinic’s client experience and team culture. Truss Vet describes its values as caring with courage and empathy, attention to detail, accountability and support among teammates, and optimism in the face of challenges. The company also emphasizes high standards of veterinary care, team resources and wellbeing, three-day workweeks, going home on time, and having no boarding, grooming, or on-call duties.

Requirements

Connect with people and help them feel cared for through a trustworthy, professional, and empathetic demeanor.
Have a growth mindset, a commitment to continuous learning, and an interest in developing yourself, your career, and your team.
Be interested in contributing to a company with ambitious growth plans and a vision for improving animal healthcare.
Want to make a difference in people’s lives and the future of animal healthcare.
Work well in teams and relate to people of varied backgrounds; avoid drama, gossip, and workplace politics.
Be willing to take on any task and get your hands dirty.
Bring a positive, optimistic attitude and energize the people around you.
Be trustworthy and reliable.
Be eligible for employment in North Carolina.
Have personal values that overlap with Truss Vet’s core values.

Responsibilities

Handle communications and administrative tasks, including teletriage, web chat, emails, and medical records.
Greet clients and answer their questions with enthusiasm and empathy, whether they visit in person or call.
Create a positive first impression and an exceptional initial client experience.
Add clients to the waitlist.
Find ways to help pet owners even when the interaction does not result in a clinic visit.
Keep queue management software organized and accurate so the clinical team’s workday flows smoothly.