Client Experience Representative

1 week ago

Bay Shore, New York, United States Island Rescue Animal Hospital Full time

Island Rescue – Client Experience Representative (CXR)

Our Mission in Action

At Island Rescue, we believe veterinary care should balance great medicine, compassion, and team wellbeing. The Client Experience Representative anchors the client journey—setting expectations before each visit, supporting seamless communication throughout the appointment, and reinforcing clarity and confidence after care. CXRs ensure every interaction feels calm, connected, and kind.

Role Overview

The CXR is the bridge between the client and the care team, helping every visit run smoothly from first contact to follow-up. This role sets the tone for warmth and trust, ensures clear communication between clients and staff, and strengthens understanding after medical care. CXRs combine hospitality, organization, and adaptability to create an experience that feels effortless for clients and efficient for the team.

Key Responsibilities

  • Welcome clients and patients warmly, ensuring smooth check-in and checkout experiences.
  • Manage appointment scheduling, confirmations, and triage for same-day or urgent requests.
  • Manage external communication with pharmacies, referral hospitals, and other veterinary partners.
  • Communicate clearly with clients by phone, text, and email using Island Rescue's tone and service standards.
  • Relay medical updates or routine information to clients as directed by the care team.
  • Maintain a clean, welcoming, and well-stocked lobby and shared client areas.
  • Learn the fundamentals of veterinary care to confidently discuss and promote preventative products, wellness plans, and insurance options that benefit patients.
  • Adapt quickly to new systems, technologies, and communication tools.
  • Work closely with the Flow Coordinator to maintain awareness of patient movement and timing.
  • Model empathy, clarity, and respect in every client and team interaction.

What Success Looks Like

A successful CXR creates a client journey that feels seamless from start to finish. Clients understand what to expect before their visit, feel supported during care, and leave confident in next steps. Calls are answered promptly, payments are accurate, and communication between the client and team is consistent. The hospital feels calm, organized, and genuinely caring because of how well the CXR connects every part of the experience.

Job Requirements

  • High school diploma or equivalent required; associate or bachelor's degree preferred.
  • Strong communication skills in English; bilingual or multilingual abilities are a plus
  • Minimum of 1 year of experience in a customer service or client-facing role; prior veterinary or medical office experience strongly preferred.
  • Proficiency with computers, email, and practice management or scheduling software.

Schedule, Compensation, & Classification

  • Schedule: Full-time, four 10-hour shifts per week, including weekends (subject to hospital needs)
  • Compensation: $18/hour
  • Classification: Non-exempt (eligible for overtime pay in accordance with state and federal law)
  • Reports To: Practice Manager

Job Type: Full-time

Pay: $18.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • Paid time off
  • Parental leave
  • Professional development assistance

Language:

  • Spanish (Preferred)

Work Location: In person

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