Client Care Specialist - Angell West

Angell - West
293 Second Avenue
Waltham, MA 02451, USA

Angell - West
293 Second Avenue
Waltham, MA 02451, USA

• Client Services
• Full-Time
• Requisition #: CLIEN
  004050

Client Care Specialist (CCS) - Veterinary Hospital - Full Time, Five 8hr shifts, including rotating weekends and holidays

Be the First Face of Compassionate Care

Love animals? Thrive under pressure? Want a role where your work truly matters?

As a
Client Care Specialist (CCS) at
MSPCA–Angell West
, you’re the heartbeat of our client experience. You’re the first person pet owners meet during some of their most emotional moments — and the steady, compassionate presence that helps them feel supported from the moment they walk through our doors.

This is your chance to join one of the most respected veterinary hospitals in the country and make a real impact every single day.

What You’ll Do

Deliver an Exceptional Client Experience

• Welcome clients with warmth, empathy, and professionalism
• Check in appointments, emergencies, and specialty cases
• Keep clients informed with clear, confident communication
• Answer phones and respond to inquiries with accuracy and care

Own the Admission & Discharge Process

• Verify client information and review estimates
• Process payments and reconcile your cash drawer
• Coordinate smooth, stress‑free discharges with clear instructions
• Support pet food sales, stocking, and prescription food pickups

Support a High‑Performing Veterinary Team

• Collaborate closely with veterinary staff, supervisors, and managers
• Help onboard and mentor new team members
• Stay flexible and focused in a fast‑moving, high‑stakes environment
• Follow safety protocols and report concerns promptly

Grow Your Expertise & Leadership

As you develop in the CCS role, you’ll have the opportunity to advance and take on additional responsibilities within the scope of the team that deepen your skills and expand your impact at the hospital.

Additional responsibilities include:

• Register emergency, referral, and unscheduled patients
• Gather essential clinical details for triage
• Explain emergency workflows and financial expectations
• Coordinate communication between clients and veterinary teams
• Provide updates to clients with hospitalized pets
• Prepare and present estimates for planned and emergency admissions
• Collaborate with veterinary staff to clarify estimate details
• Assist Billing and Front Office teams with financial services and payment options
• Serve as a financial liaison during admissions

What You Bring

• 1–2 years of customer service experience
• Ability to stay calm, organized, and focused in high‑energy environments
• Comfort with computers, phones, scanners, and multitasking
• Ability to stand for long periods and lift up to 40 lbs
• A genuine passion for helping animals and the people who love them

How We Work:
Our Values in Action

Client Services Core Values

• Assume Positive Intent
  — Lead with trust and empathy
• Be Solutions‑Oriented
  — Don’t just spot problems; help solve them
• Be Mindful;
  Be Present
  — Focus on the task at hand, follow through and do it well
• Respect
  — For clients, colleagues, and yourself
• Ownership
  — Take responsibility and take pride in your growth

MSPCA Organizational Values

Compassion
• Integrity
• Positivity
• Service
• Excellence
• Collaboration

Compensation

• Starting pay: $21-22/hour candidates hired for second shift will receive an additional $2.50/hr shift differential.
• Please note that candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications
• Blue Cross PPO medical, dental, and vision
• Life and disability insurance
• Paid holidays, sick time, and vacation
• Employee discounts on pet care and food

Why MSPCA–Angell?

Founded in 1915, MSPCA–Angell is internationally recognized for excellence in veterinary medicine, education, and compassionate service. We provide primary care, 24/7 emergency services, and specialty care for dogs, cats, and exotic pets.

Joining our team means joining a mission — and a legacy.

Make Your Passion Your Career

If you’re ready to bring your customer service skills into a role where every day offers the chance to help animals and the people who love them, we’d love to meet you.

High School or better.

Associates or better.

Please attach a cover letter for this position to highlight your written communication skills.

1 year: A minimum of 1 year of previous customer service experience required.

MA-License

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.