Customer Service Representative

Position Summary

The Customer Service Representative (CSR) - The Veterinary CSR is the first point of contact in a veterinary hospital. They greet clients, helping them feel comfortable and 's in a veterinary office or animal clinic often multitask to answer questions on the phone and in person while working on paperwork, such as admissions forms, insurance intake, or scheduling.

Salary contingent on experience – starting at $16.75.

Common duties include answering the phone, gathering client information, interacting with clients and their pets, and entering data into scheduling or clinical systems.

• Contacting clients to confirm appointments
• Updating clients about pricing or scheduling processes
• Ensuring pet and client records are up-to-date
• Accepting and posting payments
• Communicating between doctor, staff, and clients
• Cleaning or organizing front office areas
• Fostering a culture built on our values:
  Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Maintaining knowledge of the services the hospital provides and utilizing that information to promote the hospital’s services and products to existing and prospective customers
• Welcoming clients and pets, ensuring that they are comfortable in the hospital
• Educating clients about preventative care and pet health needs
• Assisting incoming clients by documenting and entering the pet’s history, requested services, and other pertinent information within the practice management software
• Directing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
• Answering basic questions from clients on the phone and in person, acting as an initial triage to determine the patient’s service needs and referring the patient to the appropriate veterinary staff as needed
• Scheduling client appointments and follow‑up exams, working with veterinarians and staff as needed to ensure optimal scheduling
• Assisting outgoing clients by providing all necessary instructions, information, and invoices
• Dispensing prescription items per the veterinarian’s instructions and selling retail products
• Managing cash, including accepting payments for products and services, and performing daily reconciliation of the cash drawer
• Responding to customer complaints in a professional, courteous manner and acting satisfactorily to resolve the problem
• Supporting a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Complying with all practice policies, quality assurance guidelines, and minimum standards of care
• Performing other duties and projects as requested

High School Diploma or GED required.

• High School Diploma or GED required

• 3+ years experience in veterinary customer service preferred

• Ability to provide effective customer service principles
• Basic knowledge of medical terminology
• Basic proficiency with a variety of computer programs including Microsoft Office Suite
• Basic written, verbal, and active listening communication skills
• Strong customer relations and interpersonal skills
• Exercises tact and diplomacy in dealing with sensitive issues and situations
• Prioritizes work and handles a variety of tasks simultaneously, with frequent interruptions
• Strong organizational and time management skills
• Effectively and quickly responds to requests in a proactive manner
• Strong attention to detail and high level of accuracy

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required, including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. It is exposed to low to moderate noise levels.

Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours, including evenings and weekends.

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