Customer Service Representative

POSITION SUMMARY:

 The Customer Service Representative (CSR) - 

The Veterinary CSR usually is the first point of contact in a veterinary hospital. They typically greet clients, helping them feel comfortable and at ease. CSR'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. 

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

• 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
  

Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,
and Fun
• Maintain knowledge of the services the hospital provides and utilizes the information to
promote the hospital’s services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and
educating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet’s history, requested services, and
other pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivity
of the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage to
determine patient’s service needs. Refer the patient to the appropriate veterinary staff as
needed
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sells retail products
• Responsible for cash management including accepting payments for products and
services provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorily
to resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure the
delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of
care
• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications):

Education:
• High School Diploma or GED required
Experience:
• 3+ years experience in veterinary customer service preferred
Knowledge, Skills and Ability:
• 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
• Prioritize work and handle 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

PHYSICAL DEMANDS:

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 to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. This position 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.

SUPERVISORY RESPONSIBILITIES: None