Lead Client Care Specialist
Job Details
SPCA Tampa Bay St. Pete Vet Center - St Petersburg, FL
Full Time
$15.00 Hourly

Job Purpose: Lead the CCS Team in the provision of friendly and responsive customer service. Deal directly with all customer related issues before escalating to Hospital Manager.  Relay larger concerns about performance of CCS’s to Hospital Manager, and assist with training. Be the subject matter expert concerning services, practices and the appropriate level of communication with clients.

Responsibilities and Duties:

Essential Functions:

  • Provide friendly, responsive and personalized customer service via all modalities (phones, email, in person) in a busy environment.
  • Become proficient in accessing and working with third party software
    1. Manage Scratch Pay approvals and payments, and communicate with accounting department
    2. Anipanion Telemedicine scheduler
    3. Vets First Choice prescription program
    4. Rapport communication program
  • Work with accounting department daily or as needed to research and correct accounting errors
  • Ensure Avimark records are updated thoroughly and accurately, with communication notes and finance.          
  • Ensure customer scheduling and patient flow to minimize appointment wait times and efficiency.
  • Be the CCS team training coordinator:
    1. Be thoroughly familiar with the phase training program
    2. Act as a resource for the assigned trainers
    3. Check in regularly with new CCS team members on their phase training progress
  • Model and supervise CCS staff in the execution of assigned duties, including:
    1. Use of POS system for sales.
    2. Keeping accurate and updated records and enter data as required into practice management software.
    3. Assisting other medical team employees as needed.
    4. Maintaining a clean and safe work environment.
    5. Participating in required meetings and trainings.
    6. Handling telephone and email traffic to coordinate appointments, and client communications to other staff members.
    7. Check-in and check-out customers using clinic software.
  • Design and implement an opening and closing checklist for CCS staff.
  • Liaison directly with Lead Nurse to appropriately address concerns between nursing and CCS staffs.
  • Professionally represent SPCA Tampa Bay at all times.

Nonessential Functions:

  • All other duties as assigned.


  • High school diploma or equivalent

Licensure or Certification:

  • Valid Florida driver’s license with acceptable driving record.


  • Volunteer experience in a shelter or other similar animal care facility preferred.
  • One to two years veterinary work experience.
  • One to two years’ experience in a customer service position

Demonstrated Competencies:

  • Ability to provide excellent service and care for customers and animals.
  • Have a working knowledge of the programs and services provided by the shelter campus.
  • Ability to objectively observe animal behavior.
  • Knowledge of animal communications.
  • Knowledge of safe and humane animal handling techniques.
  • Genuine concern for all animals and their welfare.
  • Ability to show compassion for animals and their owners.
  • Ability to work collaboratively and serve as an effective liaison with other departments
  • Ability to handle sensitive/confidential information with discretion.
  • Ability to objectively evaluate the performance of staff supervised
  • Ability to communicate effectively regarding the performance of CCS staff members
  • Working knowledge of standards and practices applicable to animal medical records.
  • Working knowledge of Avimark software, and exposure to PetPoint and Vestafy shelter software.
  • Working knowledge of applicable OSHA and DEA standards and requirements.
  • Ability to operate computer, printer, copier, telephone, fax machine and smartphone.

Physical Demands:

  • Moderate physical effort – regularly lifting or moving up to 25 pounds and occasionally up to 50 pounds.
  • Walking and prolonged standing.
  • Stooping, kneeling, bending and crouching.
  • Carrying, pushing and/or pulling.
  • Facility operations include areas of high noise levels.
  • Exposure to animal feces and potential for scratches and bites.
  • Ability to work flexible hours.


  • Reliable transportation. 
  • Ability to pass required background checks.