ABOUT URBAN ANIMAL

With an inclusive culture, Urban Animal provides smart and sensible veterinary care for patients in a collaborative workplace. We are building a worker cooperative, a different kind of employee ownership within the industry. Urban Animal's Worker-Owners use governance to help shape what their jobs look like and how care is delivered. COME JOIN US IN DOING SOMETHING DIFFERENT!

Founded in 2012, Urban Animal pioneered a different approach of veterinary care - option-based medicine, with some of the industry’s best skilled professionals. This supports accessibility through candid conversations and zero upsell. Urban Animal operates two fast-paced, walk-in locations where we also offer appointments and one appointment-only model for our diverse clientele. Most importantly, we provide a compassionate and frank attitude towards caring for cats and dogs in the community.

COMPENSATION & BENEFITS

Based on experience and job-leveling

Medical insurance including vision and dental, with a paid portion of monthly benefits by Urban Animal.

Paid Time Off (PTO) – three weeks equal to hours worked per week, based on job classification.

Observed paid holidays if it falls on your normally scheduled shift. (New Year’s Day [Jan 1], Memorial Day, Juneteenth [June 19], Independence Day [July 4], Labor Day, Thanksgiving, and Christmas [December 25])

Discounted veterinary care for personal pets and discounted veterinary care for select friends and family

Discounted ORCA card.

Eligibility to participate in our 401k plan one year after your effective start date. Urban Animal matches 100% up to 3% and 50% of 4% and 5%. Employer match is 100% immediately vested.

Access to Employee Assistance Program resources

Eligibility after one year to become a Worker-Owner in Urban Animal's Worker Cooperative

A three-day work week

Company-paid monthly benefit varies depending on hours worked per week and plan selected. There are partial benefits available to part‐time team members. This summary is not a guarantee of benefits, and all plans are subject to change. Any errors and/or omissions are unintentional.

FRONT OF HOUSE ASSISTANT MANAGER

Reports to: FOH Manager

Position Overview

The Front of House (FOH) team is often a client’s first point of contact with Urban Animal and plays an important role in the overall client experience. The team supports scheduled appointments and walk-in workflows, communicates expectations, and helps identify and relay urgent patient concerns for appropriate triage.

The FOH Assistant Manager models excellent client service and supports the FOH team through coaching, mentoring, training, problem-solving, and helping navigate challenging situations. The role is primarily floor-based and includes engaging with clients, supporting daily workflows, and helping the team manage questions, concerns, and client expectations. The Assistant Manager works closely with the FOH Manager to maintain consistent standards and a supportive learning environment.

The Assistant Manager is assigned to a designated home location. However, they may be asked to provide coverage at another Urban Animal location when staffing shortages or operational needs arise, including Saturday coverage when needed. Flexibility to support the team across locations is an expectation of the position.

Position Requirements

Qualities

·       Passion for animals and the human-animal bond.

·       Strong interpersonal skills and clear, professional communication.

·       Sound judgment and effective problem-solving skills.

·       Commitment to community service and outreach.

·       Patience and professionalism with clients and coworkers, including during challenging interactions.

·       Ability to work collaboratively and support a team-oriented culture across locations.

·       Ability to remain composed and effective in a fast-paced environment that may involve escalated situations.

·       Reliability, accountability, attention to detail, and follow-through.

Experience

·       3–5 years of customer service experience.

·       Previous reception and veterinary practice experience preferred.

General Responsibilities

·       Maintain positive, cooperative, and respectful relationships with employees and team members, including during high-volume or stressful periods.

·       Demonstrate attention to detail and accountability for personal responsibilities and assigned team workflows.

·       Support consistent client service and operational practices at the designated home location and at other locations when coverage is needed.

·       Be available to assist with staffing coverage at another Urban Animal location, including Saturdays, when requested to address staffing shortages or operational needs.

·       Physical effort: Ability to lift and carry items weighing up to 40 pounds and stand for extended periods.

·       Working conditions: May be exposed to and required to clean up animal feces, urine, blood, and other bodily fluids; may be exposed to bites, scratches, and contagious diseases. Follow applicable protocols and oversee or assist with decontamination of surfaces after potential exposures, as appropriate.

Education and Technical Skills

·       High school diploma or equivalent.

·       Computer proficiency, including email, typing/keyboarding, and common workplace software.

·       Working knowledge of veterinary terminology and the ability to accurately read and spell medical terms.

Management Responsibilities

·       Communicate regularly with the FOH Manager about staffing, workflow concerns, conflict management, ideas, feedback, and other operational issues. The frequency and format of check-ins may vary based on team and business needs.

·       Serve as a day-to-day point of support for FOH staff and help determine when an issue should be escalated to the FOH Manager.

·       Set a positive example for professionalism, client service, teamwork, and adherence to Urban Animal policies and procedures.

·       Organize FOH work areas and supplies; monitor stock levels and notify the FOH Manager when supplies need to be replenished.

·       Coach and mentor FOH staff to support consistent, high-quality client interactions and ongoing learning.

·       Help address workplace conflicts respectfully and in collaboration with the FOH Manager when appropriate.

·       Assist with training new staff and reinforcing established workflows and expectations.

·       Monitor and help ensure completion of daily and weekly FOH tasks, including:

·       Daily cash deposits.

·       Complete bank runs to drop off cash deposits.

·       Review and follow up on A/R (Accounts Receivable) reports.

·       Prescription bins, open invoices, and open visits.

·       Cremains awaiting client pickup.

Client Relations and Veterinary Knowledge

·       Handle and oversee client correspondence, including procedure reminders, emails, and sympathy cards.

·       Receive, relay, document, and follow up on phone and email messages as appropriate.

·       Respond to client questions within the scope of the role and direct medical questions to the appropriate veterinary team member when needed.

·       Maintain working knowledge of parasite, flea, and tick preventatives to support client education and product sales.

·       Communicate clearly and compassionately with clients about appointment workflows, wait times, clinic processes, and next steps.