Animal Emergency Australia (AEA) is a network of independent emergency hospitals, general practices, veterinary support and educational services across Australia. At our core, we exist to help veterinary professionals do and be their best. We prioritise work–life balance, wellbeing, career progression and personal development, empowering our teams to make a meaningful impact in the lives of animals and the people who love them.

About the Clinic
Animal Emergency Service Carrara (AES) is a fast-paced, progressive Emergency & Critical Care hospital located on the beautiful Gold Coast. We are a trusted leader in ECC and are driven by a vision to set the highest standard for veterinary medicine in Australia. Our team is inclusive, compassionate and highly collaborative, made up of Client Care Representatives, Nurses, Veterinarians and Management who support one another through every shift.

About the Role
As a Client Care Representative (CCR), you are the vital connection between our clients and clinical team. You are often the first point of contact for worried pet owners during some of their most stressful moments, and the impression you create matters.
From the moment clients walk through our doors to when they leave and beyond, you deliver calm reassurance, empathy and professionalism, ensuring every client and patient feels supported, heard and cared for.

What Life as a CCR Looks Like at AES
Every shift is different, and every shift matters. You will:

• Deliver exceptional care to both clients and pets, including confidently triaging patients on arrival
• Communicate clearly and compassionately with clients during high-pressure and emotional situations
• Work closely with veterinary and nursing teams to ensure accurate handovers, patient needs and financial information are aligned
• Support clients through billing, payments and insurance conversations with sensitivity and attention to detail
• Manage cash handling and daily reconciliations with accuracy and integrity
• Complete front-of-house and administrative tasks that keep the hospital running smoothly, efficiently and safely

About You

• You bring warmth, resilience and emotional intelligence to every interaction, balanced with precision and accountability.
• You will have:
• Proven customer service experience in a people-facing or high-pressure environment
• The ability to remain calm, professional and compassionate during challenging conversations
• Strong organisational skills and attention to detail
• The ability to prioritise and thrive in a fast-paced, afterhours environment
• Veterinary or animal triage experience (highly regarded but not essential)
• Reliable personal transport
• Flexible availability including evenings, weekends, early mornings and public holidays

Paws & Perks

• Attractive hourly rate from $34.24 + shift penalties + super
• Pet wellbeing discounts (treatments & products)
• Discounted gym memberships via Fitness Passport
• Employee Assistance Program (psychology, nutrition, sleep support)
• Dedicated wellbeing initiatives including mental health first aid, flu vaccinations and more
• Refer-a-Friend rewards
• Career development and internal transfer opportunities across AEA
• A genuinely supportive, collaborative team environment 

If you’re someone who can balance heartfelt compassion with professionalism and precision, and you find purpose in supporting clients and patients through critical moments then CCR life at AES could be the perfect fit.