Customer Service Representative

Job Description: 

We are looking for a personable and skilled Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

CSR Responsibilities: 

• Understands, communicates, and properly prioritizes scheduled appointments, client education, and lobby triage by vaccine, wellness, parasite, and retail needs to ensure an efficient and productive schedule and daily workflow.

• Operates multiple-line telephone system. Answers incoming calls, places, callers on hold, transfers calls, and pages staff members appropriately. Takes and routes messages for veterinarians and staff members. 

• Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients.

• Accepts payments, makes change, processes credit payments, and other forms of payment while maintaining an accurate cash drawer. 

• Maintains accurate and updated client information and pet records, including obtaining pet medical records from other clinics and providing administrative support (scanning documents, updating records, faxing, emailing, etc.) to keep accurate and reliable client information.

• Complete all tasks as assigned by the supervisor(s). 

Qualifications & Requirements: 

• Professional and friendly phone etiquette

• Available to work weekends and holiday rotations, as needed 

• Ability to properly prioritize and complete tasks simultaneously

• Ability to problem solve and adapt to multiple situations 

• HS Diploma or educational equivalent 

• Excellent customer service skills

• Computer efficiency 

• Very detail-oriented

• Preferred: Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)

• Preferred: One year of customer service representative experience 

• Preferred: Knowledge of veterinary medical terminology and procedures