Client Relations Representative

Job Description

Job Description

Position Overview :

The Client Relations Representative (Call Center) plays a critical role in the Houston Humane Society as the first point of contact for the public. This position is responsible for professionally and courteously answering incoming calls, providing accurate information about services, scheduling appointments, checking voicemails and emails, and using software platforms (including Otto, email, and Avimark) to assist clients efficiently. The representative ensures that every caller interaction reflects the organization’s values of compassion, care, and professionalism.

Supervision Received :

Clinic Ops Manager; Client Care Supervisor

Supervision Exercised :

None

Principal Duties and Responsibilities :

• Answer all incoming calls promptly and professionally, following call handling protocols.
• Provide general information about Houston Humane Society services, hours, directions, and procedures.
• Use, Avimark, Otto, and relevant platforms to check, schedule, and update appointments for services including spay / neuter, exams, vaccines, and owner-requested euthanasia.
• Provide accurate pricing information and quotes for various clinic services.
• Transfer calls to appropriate departments or team members based on the nature of the inquiry.
• Monitor and return voicemails in a timely manner.
• Check shared email inboxes and forward or respond appropriately.
• Instruct caller on how to report Lost and Found animals via the HHS website.
• Ensure that call documentation and appointment scheduling meet daily performance and quality standards.
• Maintain a calm and courteous tone, even in high-volume or emotionally charged situations.
• Work independently and prioritize daily tasks while maintain accuracy and efficiency.
• Support special projects or initiatives as assigned by supervisors.
• Perform additional duties as required to support departmental and organizational goals.

Qualifications :