Client Services Representative – ARH Essendon

About the role

Join the Customer Care team at Animal Referral Hospital Essendon Fields, a 24‑hour specialist veterinary hospital serving Melbourne’s pet owners. You will be the friendly face that greets clients, handles high‑volume calls and supports the hospital’s daily operations.

Key responsibilities

• Greet and assist clients professionally, both in person and via phone/email.
• Manage inbound call volume, schedule appointments and coordinate with veterinarians and third‑party suppliers.
• Process invoicing, payments (EFTPOS, credit card, direct debit) and third‑party financing such as VetPay or ZipPay.
• Handle insurance and GapOnly claims through the practice management software.
• Maintain accurate patient and client records and keep the reception area organised and clean.

Required profile

• Minimum 2 years experience in a fast‑paced reception or front‑of‑house role within veterinary, healthcare or a similar environment.
• Ability to manage multiple tasks under pressure while delivering compassionate service.
• Excellent communication skills with diverse clients, including handling sensitive topics like after‑care, euthanasia consent and financial matters.
• Willingness to work varied shifts, including evenings, weekends, public holidays and occasional overnight hours.

Required skills

• Proficiency with Microsoft 365.
• Familiarity with RxWorks (desirable, training provided).

What we offer

• Competitive salary plus discounts on pet products, Petbarn stores and on‑site services such as childcare, food, car servicing, beauty and gym memberships.
• Close proximity to public transport, free annual flu vaccination, employee assistance program and access to continuing education.