Client Care Specialist - Angell West

MSPCA-Angell Careers • Waltham, MA

10d • Onsite

About The Position

As a Client Care Specialist (CCS) at MSPCA–Angell West, you are the first point of contact for pet owners, providing a warm, empathetic, and professional experience during potentially emotional times. This role is crucial to the client experience at one of the country's most respected veterinary hospitals. You will manage client interactions from arrival to discharge, support the veterinary team, and have opportunities for growth and increased responsibility within the hospital.

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

Responsibilities

• 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 cash drawers.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed