Our Vision: To be a leader in animal welfare, working for a compassionate society where all animals are respected and valued.
Our Mission: To Improve the Lives of Animals.
Job Summary
The Client Service Agent (CSA), Rural Veterinary Services (RVS) under the direction of the Assistant Director, Community Veterinary Service, will be responsible for administrative tasks within the Rural Veterinary Services department of Toronto Humane Society. The CSAs are additionally responsible for traveling to rural communities to participate in outreach clinics, transporting supplies, and answering inquiries about the clinic.
Job Duties
- Counsel members of the public and clients on species-specific animal welfare and services available
i. Including, but not limited to, husbandry, training, medical health, behaviour, and enrichment techniques
- Engage with clients and possible clients in a manner consistent with the Toronto Humane Society values, mission and policies
- Direct and counsel members of the public to the best available service for their needs; striving for a solution that keeps animals and their guardians together
i. Maintaining and ensuring counsel for humane treatment at all times
- Responsible for opening/closing cash drawers and preparing administrative areas for daily operations
- Responsible for accepting payment for services and issuing receipts
- Provide refunds if and when required
- Provide excellent customer service in a non-judgemental and engaging fashion
- handle complaints or difficult interactions independently and document required interactions within our shelter software or CRM systems
- Adhere to all medical policies and recommendations of the Toronto Humane Society and provide information to clients surrounding veterinary care topics (vaccinations, parasite control/prevention, sterilization, microchipping, etc.)
- Collects information and reviews requests for owned animal medical care, via phone messages, email, and written communication
- Communicate with agency partners when required
- Transporting supplies, consumables to rural communities for set-up of mobile clinics
- Maintain a strong understanding of the public veterinary services and programs, including but not limited to; vaccinations, surgical services, preventative health care, euthanasia, Trap/Neuter/Return
- Responsible for recording all client, patient, and medical information into our online database and preparing medical certificates and informational packages to clients for discharge
- Responsible for ensuring privacy of confidential client information (following PIPEDA legislation), maintaining meticulous medical and communication records when creating, updating, and filing patient records
- Understand both pre-operative and post-operative instructions and be able to communicate these instructions to clients over email, phone, and in person; during one on one client consultation as well as large group information settings
- Work together with other client service agents, and medical staff to ensure optimal patient care
- Maintain a professional appearance, demeanour, and attitude at all times.
- Schedule appointments for clients in accordance with all designated protocols over the phone, in person and by email.
- Present a positive and professional image of the organization when interacting with donors, employees, clients/customers, visitors, and other external stakeholders.
- Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at Toronto Humane Society.
- Attend and participate in workshops, seminars, and in-service training to further personal education, skills, and training as required.
- Be aware of and work within the regulations of all THS policies and protocols.
- Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society
- Work in compliance with the provisions of the OHSA and its regulations including understanding and adhering to the requirements of the Health and Safety Manual and any other rules and regulations established by THS.
- Other duties as required in the day-to-day operation of the society
Job Requirements
- High school diploma or equivalent
- 1 year of experience in a customer services role preferred
- Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
- Ability to attend and/or participate in community outreach clinics both within the Greater Toronto Area and in underserved communities beyond the GTA
- Possess a valid G driver’s license, have the ability to drive a car, minivan, and pickup truck, and able to be insured to drive a THS vehicle for the purpose of travel and/or transporting supplies to outreach locations.
- Ability to adapt to new technology
- Ability to remain calm and professional in urgent/demanding situations
- Maintain a professional appearance, demeanour, and attitude at all times
- Meticulous records maintenance & revenue handling skills
- Ability to ensure workspace, daily workload, and records are organized and quickly accessible at all times
- Strong knowledge of operational and patient care protocols (with the ability of referencing these materials promptly at all times)
- Ability to deal with the public sensitively, tactfully, diplomatically, and professionally at all times (in person, over the phone or by email)
- Ability to effectively communicate both verbally and in writing
- Ability to triage, multitask, and work with upmost efficiency
- Ability to work individually as well as part of a team
- Proficient in Microsoft Office programs (including Word, Excel, and Outlook)
Work Conditions
- Flexible hours, including nights, weekends, and holidays
- Occasional overtime
- Travel within Ontario to various outreach locations served by Rural Veterinary Services
- Occasional remote work
- Intermittent physical activity including walking, standing, sitting, lifting, and occasionally assisting to restrain patients in absence of a veterinarian assistant
- Operation of desktop computer, phone, lobby television, and peripherals
- Extended periods of sitting, repetitive clerical tasks or answering phone calls
- Interaction with employees, management, and the public at large
- Working in a busy office environment with frequent interruptions
- Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, noise extremes, hazardous materials, bright/dim lights, toxic agents, animal attacks, animal bites, disease, pathogenic substances, or rude/irate customers.
Candidate Potential
At Toronto Humane Society, we value diverse perspectives and recognize that a great candidate may not check every box. If you're passionate about animal welfare and believe you have the potential to excel in this role, we encourage you to apply, even if you may not meet every listed qualification. You just might be the right candidate for this or other roles. We are committed to providing a supportive environment for professional growth and development.
Commitment to Diversity, Equity, & Inclusion
Toronto Humane Society is committed to building and sustaining a diverse and equitable workplace where people’s unique backgrounds, experiences, and perspectives are valued, respected, and welcome. We recognize that a diverse and empowered workforce helps us better serve our animals, clients, and community and contributes to Toronto Humane Society’s overall growth and success. Therefore, we strongly encourage qualified applications from underrepresented and equity-deserving groups within the animal welfare sector, including Indigenous, Black, racialized, immigrant, 2S/LGBTQ+, and people with disabilities.
Accommodation Needs
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
Use of AI in Recruitment
To streamline our hiring process, we utilize an applicant tracking system (ATS) to manage and organize applications. While the ATS aids in efficiency, the core evaluation of candidates is carried out by our human resources team. This approach ensures a personalized review that allows us to gain a comprehensive understanding of the applicant's unique skills and potential.
Next Steps
We thank all applicants for their interest in Toronto Humane Society, however due to the high number of applications we receive, only those selected will be contacted for an interview.
