Client Service Representative

    • Job Tracking ID: 512912-542424
    • Job Location: San Francisco, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: November 12, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
    • Campus Location: Mission
    • Status: Regular Full-Time
    • Department: Header: Mission Hospital
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The Client Service Representative maintains exceptional client care and provides superior communication for clients of the San Francisco SPCA’s programs and services. This position is responsible for facilitating the administrative and customer service needs of both the medical staff and the general public. We are looking to fill bilingual (English and Spanish or Cantonese/Mandarin) positions.

Essential Duties and Functions:

Customer Service

  • Respond promptly and courteously to all requests from clients, medical staff, other departments, and community partners
  • Provide quality education to clients, volunteers, and staff while promoting our mission, services, programs and events
  • Provide prompt, professional and compassionate communication with clients in person and by telephone, fax or email
  • Maintain a full schedule of appointments and ensure that clients have been scheduled appropriately
  • Produce and maintain complete and accurate client and patient records using a computerized practice information management system
  • Perform general clerical duties as needed
  • Handle emergency situations quickly with good judgment and sensitivity
  • Practice and encourage the humane treatment of animals
  • Promote donation and giving opportunities as appropriate
  • Greet, register, and invoice clients for appointments and retail items
  • Assist the doctors and technical staff with client flow and interaction
  • Presents treatment plans, educate clients about available financial programs, and assess their eligibility while maintaining client confidentiality
  • Maintain clean and orderly appearance of the front desk areas, including lobbies and exam rooms
  • Upon request, help staff the pharmacy and dispense medications and provide client education about medications
  • Direct visitors and other community members to the appropriate departments
  • Process and organize items donated to the SF SPCA


  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society


  • Ensures a safe work environment by following all safety guidelines and modeling safe work practices
  • Takes immediate action to address any safety concerns that could put a staff member, volunteer, customer, animal, or the organization at risk
  • Maintains a clean, healthy, and sanitary work area; Follows all pest and rodent control protocols; Participates in keeping the SF SPCA campus clean and well maintained

Diversity and Inclusiveness

  • Work effectively with individuals from diverse communities and cultures

Open Communication

  • Facilitate open, direct communication throughout the Society
  • Embrace and promote the Society’s BLISS direct communication program.

Reporting Relationships and Contacts:

Reports to the Client Services Manager

Physical Requirements and Work Environment:

  • Work is performed in a shelter/animal hospital setting
  • Frequent bending, reaching, kneeling, and climbing stairs to facilitate client care
  • Regular sitting at a computer workstation 6-8 hrs per day to input patient data
  • Exposure to disinfectant solutions when in kennel & treatment areas
  • Subject to animal bites and scratches while handling animals
  • Consistent exposure to animals and animal allergens under conditions with limited alternatives available

Education and Experience:

  • High School Diploma or GED equivalent required 
  • Minimum one year of professional experience in a fast paced, customer service environment
  • Bilingual skills in Spanish/English.
  • Experience in animal welfare and veterinary medicine a plus

Knowledge, Skills and Abilities:

  • Commitment to the mission, values, goals, and success of the San Francisco SPCA
  • Strong computer skills including; word processing, spreadsheets and ability to master veterinary software as applicable to the Hospital and Spay/Neuter Clinic
  • Ability to communicate compassionately with animals and their guardians under difficult circumstances
  • Outstanding written and verbal communication skills
  • Flexibility, adaptability, aptitude for effectively prioritizing multiple tasks and a strong work ethic
  • Professional attitude and appearance
  • Comfortable working in the shelter & veterinary environment and willing to accommodate animals in the work place


The starting hourly rate for a full-time position is $16.00.

Regular, full-time and part-time (20+hours) positions are eligible for benefits package including: PTO and holiday pay, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, discounted veterinary care, employee discount on retail, pet supplies, and dog training classes

The SF SPCA is an Equal Opportunity Employer and welcomes applications from individuals who contribute to our diversity. We are an at-will employer and conduct pre-employment background checks and drug screening. This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.