Client Services Representative

We’re looking for caring and enthusiastic client service 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 regions’ 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. 
Animal Referral & Emergency Centre in Newcastle | Who we are (arecvet.com.au) 

The role:

Join our team as a Customer Service Representative

As a key member of our front of house team, you’ll help create a welcoming and seamless experience for our clients, referring vets and patients. With multiple referral services operating throughout the week alongside our 24 hour emergency service, no two days at AREC are the same. 

You’ll manage our busy reception area, handle calls and enquiries, coordinate appointments, and support communication between clients and our veterinary teams. Whether welcoming a client for a referral appointment or supporting someone during an unexpected emergency, you’ll bring empathy, organisation and excellent attention to detail. 

As a 24 hour hospital operating 365 days a year, flexibility is important. Shifts range from 6am to 3pm and 3pm to midnight and include weekdays, weekends and public holidays, making this a great opportunity for someone who enjoys variety and is looking for something different from the traditional 9 to 5. 

Your duties and responsibilities

• Greet and assist clients with empathy and professionalism across our referral and emergency services 
• WHS (Work Health and Safety): Be aware of and comply with WHS requirements 
• General administration and maintenance including database management, regular tidying and cleaning of reception and waiting areas, and confidential document management  
• Manage correspondence including mail and email  
• Adhere to policies and procedures to ensure the safety of our patients, clients and team  
• Collaborate with our dynamic and hardworking referral and emergency teams to support the smooth operation of the hospital  
• Maintain a calm, clean and organised reception area, including during high stress and emotionally challenging situations  
• Billing and financial responsibilities including banking and reconciliation, processing payments, invoices, VetPay contracts, receipts and following up on overdue client accounts  
• Communicate with clients regarding appointments, their pets’ care and provide updates as needed  
• Facilitate the intake and appointment process for referral and emergency cases, including necessary paperwork  
• Collect and record important patient and client information accurately and promptly  
• Coordinate with referral and emergency teams to support prompt and efficient patient care 
• Answer and prioritise incoming calls with a balance of efficiency, accuracy and empathy  

Your skills and experience

• A minimum of two years of previous experience working as a receptionist or within a client 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 & 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 confident typing skills, with the ability to efficiently navigate multiple software programs and systems, including client databases, email and Microsoft Excel. 
• Knowledge of basic veterinary/medical emergency procedures and 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. 

What we offer

• Access to employer-funded benefits including memberships and registrations to professional organisations for eligible employees.
• Competitive remuneration
• 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

 
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.

AREC foster diversity and inclusion within the organization 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.

Learn more about us:

 View our videos and photos via the below links:

• Living in Newcastle; Working at AREC - https://youtu.be/XsdS9nr9AW8
• Is Lifestyle the Missing Piece of your Career? - https://youtu.be/8741nJwkHts
• Animal Referral and Emergency Centre (kookaburravets.com)