Position: Client Care Coordinator

Department: CAC Clinic

Reports To: Client Care Supervisor

Location: 3180 Presidential Dr, Atlanta, GA 30340

Summary:

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

As the Client Care Coordinator at LifeLine Animal Project, you will play a crucial role in welcoming visitors, assisting with inquiries, and supporting our mission to provide compassionate care to people and animals in need. This position requires excellent communication skills, empathy, and a proactive approach to managing administrative tasks and client interactions.

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Uphold the standards and values of LifeLine Animal Project:

Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous --

Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity

• Complete all assigned tasks in a timely manner prioritizing such tasks in order of importance.
• Provide excellent customer service to all clients and visitors. Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset when working with clients and visitors.
• Maintain sufficient knowledge of the clinics practice management software and address any errors found with the clinic schedule to help maintain an even and consistent flow.
• Recognize non-routine or unusual situations and communicates them to the Clinic Supervisor, Clinic Manager, Clinic Director and/or Medical Director.
• Take responsibility to exercise time-management skills to maximize personal efficiency.
• Provide fair and impartial treatment to each team mate.
• Exhibit exceptional stewardship by maintaining a clean and organized reception area, ensuring it reflects our commitment to animal welfare and professionalism.
• Adhere to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a

positive attitude in all interactions with clients, patients, and other staff members.

• Demonstrate initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Effectively deal with clients who may be upset over their sick or injured pet as well as being able to professionally and politely explain matters such as payment, scheduling, and other potentially sensitive topics.
• Correctly and efficiently count the cash drawer and give correct change and alert management when there are discrepancies in any of the payment reports.
• Courageously support LifeLine’s mission to save lives by having comprehensive knowledge of all shelter operations and programs.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers at LifeLine Animal Project.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Other tasks as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Compassion for animals and the people who love and care for them.
• Strong work ethic with the ability to work independently.
• Demonstrated ability to coordinate with various departments, personnel, vendors, volunteers and outside agencies.
• Ability to serve the public and fellow employees with honesty and integrity.
• Knowledge of customer service as well as general animal care principles and practices.
• Ability to stand for extended periods (8 hours a day) and to bend and reach to perform assigned work activities.
• Ability to lift and carry 50 lbs. without assistance.
• Ability to interact with public and shelter dogs, cats and other animals including vicious, stray, sick or injured animals. Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly.
• Knowledge of common cat and dog illnesses.
• Knowledgeable of different types of prevention (heartworm, flea, tick).
• Ability to learn animal management software systems and accurately enter information into the software system.
• Must be available to work one weekend a month for vaccine Clinic.
• Must pass a background check.
• Must have reliable transportation.
• Ability to accurately manage and record detailed information in medical records and other

data-management systems.

• Knowledge of spelling and meaning of commonly used veterinary terminology and procedures.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills and a commitment to outstanding client service.

Education and/or Experience:

Minimum of high school diploma or equivalent. At least one year of recent experience in customer

service, with increasing responsibilities.

Work Environment:

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious. May be exposed to bites, scratches, animal waste, and contagious diseases.