Client Service Agent – Temporary Part-Time (12 months)

Job Summary

The Client Service Agent (CSA) at Toronto Humane Society is a mission-driven administrative role within the Community Veterinary Services department. You are the “Compassionate Gatekeeper,” serving as the first point of contact for pet guardians seeking affordable veterinary care. This role requires the “wit” to counsel the public on complex animal welfare topics—from husbandry to surgical aftercare—and the “grit” to manage a high-volume, often emotionally charged clinic environment while maintaining meticulous medical records.

Job Details

• Employer: Toronto Humane Society (THS).

• Location: Toronto, ON (In-person).

• Position Type: Temporary Part-Time (12-month contract).

• Department: Community Veterinary Services.

• Work Conditions: Busy environment with frequent interruptions; potential exposure to animal odors, noise, and pathogens.

• Hiring Note: THS uses an ATS for organization, but all resumes are reviewed by human recruiters.

Key Responsibilities

• Medical Counseling: Provide clients with evidence-based information on vaccinations, parasite prevention, sterilization, and behavioral enrichment.

• Operational Flow: Manage the opening/closing of cash drawers, process payments, and schedule appointments via phone, email, and in-person.

• Patient Transitions: Communicate pre-operative and post-operative instructions to guardians, ensuring they understand how to care for their pets after surgery.

• Database Management: Meticulously record patient information in shelter software/CRM systems, ensuring compliance with PIPEDA privacy legislation.

• Conflict Resolution: Independently handle complaints or difficult interactions with a non-judgmental, professional demeanor.

• Triage & Support: Direct the public to services that help keep animals and their guardians together, supporting the THS mission of “Humane Treatment for All.”

Candidate Profile

• The “Animal Advocate”: A high school diploma (or equivalent) and a deep passion for animal welfare.

• Customer Service Wit: 1 year of experience is preferred; must be able to handle sensitive or urgent situations with a calm, professional attitude.

• Technical Proficiency: Skilled in Microsoft Office (Word, Excel, Outlook) and capable of adapting to specialized shelter management software.

• Administrative Grit: Strong revenue-handling skills and the ability to maintain organized, quickly accessible records in a fast-paced setting.

• Communication Mastery: Ability to explain complex medical instructions to both individuals and large groups clearly and empathetically.

Technical Insights: The Veterinary Service Lifecycle

As a CSA, you facilitate the “Continuum of Care” that keeps Toronto’s pets healthy.

• Preventative Protocols: You must understand the “Core vs. Non-Core” vaccination schedules to accurately advise clients on protecting their pets from local diseases like Rabies or Leptospirosis.

• Surgical Prep (TNR & Wellness): You play a key role in Trap/Neuter/Return (TNR) programs, which are vital for controlling the community cat population. You will manage the documentation that tracks these vital community health metrics.

• Medical Record Integrity: Following PIPEDA, you ensure that every interaction—from a phone inquiry to a post-surgical checkup—is documented with “Integrity-first” precision to ensure the safety of the patient.

Job Description

Do you believe that every animal deserves a chance at a healthy life and every guardian deserves a supportive, non-judgmental partner in care? Toronto Humane Society is seeking a Client Service Agent to join our frontline team. We aren’t just running a clinic; we are building a community where the bond between humans and animals is protected. If you have the “grit” to manage a busy lobby during a vaccination clinic and the “wit” to explain post-operative care to a worried pet owner, you belong with us.

In this role, you are a “Guardian of Information.” You understand that your work—whether it’s processing a payment or triaging an email—is what allows our medical staff to focus on saving lives. Your goal is to provide “Excellence in Client Relations,” ensuring that every person who contacts the Society feels valued and heard. We look for “Integrity-first” individuals who embrace diversity and are ready to grow within a world-class animal welfare organization.

Joining Toronto Humane Society means joining a team that values your unique perspective and career ambitions. We offer a supportive environment for professional growth and a culture committed to equity and inclusion. If you are a service professional with a commitment to “Compassion and Meticulous Care,” we invite you to apply and help us make a difference for Toronto’s animals.

Toronto Humane Society: A Century of Compassion

The Toronto Humane Society (THS) is a trailblazing leader in animal welfare, operating with a mission to “Improve the Lives of Animals.” Its culture is defined by unyielding optimism, transparency, and a deep respect for the human-animal bond. As a community-based organization, THS moves beyond traditional sheltering to offer accessible veterinary care, public training, and crisis support. Employees and volunteers thrive in an environment that values diversity, equity, and inclusion, working together to build a compassionate society where every animal is respected and valued.

Located at 11 River Street, near the intersection of Queen Street East and River Street, the facility serves as a “center of excellence” for animal care. This historic yet modern site is more than a shelter; it features an on-site public clinic, an educational resource hub, and a retail shop. Working or visiting here places you at the heart of Toronto’s East End, where the energy of urban revitalization meets a legacy of advocacy dating back to 1887.