Job Description As a Client Services Representative, you'll be the first point of contact for pet owners and veterinary clinics, handling inquiries, resolving issues, and ensuring smooth daily operations. A key part of the role involves following up on past-due payments, addressing service questions, and supporting the broader team in delivering a consistent and high-quality experience.

From time to time, the Client Services Representative may be required to provide cover in the absence of their supervisor/support the smooth running of the office, taking on additional responsibilities to ensure continuity of service.

We operate in the pet care industry, but this is not a veterinary or clinical role - our focus is on excellent customer service and payment and administrative support related to preventative health care plans. Skills and Requirements Minimum 2 years' experience in a call centre or high-volume inbound contact centre environment, handling phone, email, and/or messaging enquiries

• Strong communication and interpersonal skills, with the ability to handle challenging customer interactions with confidence and empathy
• Experience handling payment-related customer interactions, such as following up on missed or failed payments, assisting with billing queries, or supporting customers through payment difficulties
• Experience working to SLAs, KPIs and/or targets
• Strong organisational skills with the ability to manage time, meet deadlines, and maintain high attention to detail
• Solid analytical and problem-solving abilities
• Proficiency in Microsoft Office, including Excel
• Previous experience working in a veterinary or healthcare setting (e.g. reception or administration) is strongly preferred
• Familiarity with CRM platforms, helpdesk or ticketing systems, and Microsoft SharePoint is desirable
• A proactive team player who takes initiative in identifying and suggesting improvements to the customer experience and operational processes, and who supports colleagues to ensure consistent, high-quality service deliveryTop-Tier PlussesVeterinary practice experienceVeterinary receptionistVeterinary office administratorVeterinary customer service representativeMedical office experienceMedical receptionistPatient service representativeFront desk coordinatorDental office experienceDental receptionistPatient coordinatorTreatment coordinatorAccounts Receivable / Collections ExperienceFollowing up on past-due balancesCollections callsPayment plan administrationResolving billing discrepanciesWorking with delinquent accountsProcessing payments and refundsPayment resolution and customer retentionExperience working toward collections KPIs or SLAs We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.