Are you an animal lover with a passion for helping people?
We’re looking for caring and enthusiastic client services representatives to join our front of house team at AREC.
This is a fast-paced and rewarding role where no two days or nights are the same. As a casual position, it’s well suited to those who are comfortable working a mix of shifts – including days (6am to 3pm), evenings (3pm to 12am), weekends and public holidays – as part of a supportive and dedicated team.
If you thrive in a dynamic environment and want to make a difference for pets and their people, we’d love to hear from you.
About us
AREC is the Hunter region's only fully staffed 24/7 emergency and referral service for small animals.
We strongly encourage candidates to review our website and socials to truly understand us and the role, before submitting an application.
AREC - About us
The role
Join our team as a Client Services Representative
As a key part of our front-of-house team, you’ll be at the forefront of our mission to provide urgent care to animals in need. In this role, you’ll multi-task whilst maintaining excellent attention to detail to manage our reception area, handle incoming calls, and support seamless communication between clients, referring vets and our veterinary team, especially during emergency situations. This is a key role to ensure efficiency and excellent client experience and reassurance.
Most of the action in our 24hr vet hospital happens out of normal hours, so we are looking for great flexibility, and the availability to work weeknights, weekends and Public Holidays. Shift times range from 6am to 3pm and 3pm to midnight – 7 days a week, 365 days a year. This role could be perfect for someone who is looking for something different from the usual 9 to 5.
Your duties and responsibilities
- Greet and assist clients with empathy and urgency during emergencies.
- Answer and prioritise incoming calls with a fine balance of speed, efficiency and empathy.
- Collect and record critical patient information accurately and promptly.
- Facilitate the intake process for emergency cases, including necessary paperwork.
- Communicate with clients regarding the status of their pets and provide updates as needed.
- Billing and financial responsibilities include banking and reconciliation, processing payments, invoices, Vet Pay contracts, receipts and following up on overdue client accounts.
- Maintain a calm, clean and organised reception area in high-stress and emotionally charged situations.
- Collaborate with our dynamic and hard-working clinical team, to ensure the smooth operation of the hospital.
- Adhere to strict policies and procedures to ensure the safety of our animal patients and their owners.
- Manage correspondence including mail and email.
- Coordinate with emergency medical staff to ensure prompt and efficient patient care.
- General admin and maintenance may include but is not limited to; database management, routine, and regular tidying and cleaning of reception and waiting areas, confidential document management.
- WHS (Work Health and Safety): Be aware and comply with WHS requirements.
Your skills and experience
- A minimum of two years of previous experience working as a receptionist or within a customer service environment, preferably in a veterinary or medical setting
- Strong communication and interpersonal skills, both written and verbal, especially in high-pressure situations
- Exceptional telephone manner and the ability to manage multiple phone lines and enquiries
- Excellent organisational and multitasking abilities with a high attention to detail
- Compassionate and caring attitude with the ability to provide support to distressed pet owners
- High level of computer literacy and typing skills
- Knowledge of basic veterinary emergency procedures and medical terminology is a plus
- Ability to work flexible hours, including evenings, overnights on weekends, and public holidays - especially Christmas and New Year
- High school diploma or equivalent; additional education in medical/health is a plus
- Ability to work with a positive, ‘nothing is too hard’ attitude
- Availability to commence as soon as possible.
AREC can offer
- Continuing Education Allowance and access to employer-funded benefits including memberships and registrations to professional organisations for eligible employees.
- Paid attendance for compulsory staff meetings
- An engaged and committed leadership team that encourages growth and recognises positive contributions and feedback from the team
- Employee Assistance Program (EAP) and Wellness Committee
Additional information
- Key shift hours and requirements:
- 6am to 3pm on weekdays and weekends
- 3pm to midnight on weekdays and weekends
- Availability to work 2 out of 4 weekends in a 28-day rotation.
- Availability on public holidays is essential.
Contact
Sally Groen – hr@arecvet.com.au
How to apply
If you are keen to be a part of a highly compassionate and hard-working team of healthcare professionals, we would love to hear from you. Please apply via Seek with your resume and cover letter, including your availability in the requested table. Shortlisted applicants will be contacted for a phone interview in the first instance.
Applications close Thursday 12 March, however don’t wait to apply. We’re looking to conduct phone screens on a rolling basis as applications are submitted.
AREC foster diversity and inclusion within the organisation to create an environment where all individuals are valued and included.
Note: All short-listed applicants will be required to undergo a pre-employment check to verify their identity, qualifications and experience in the form of a reference check.
