Job Summary

A Client Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. They’re patient, empathetic, passionately communicative, and they have a love to genuinely help people and their pets. The CSR ensures excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. 

Job Duties and Responsibilities 

·         Receive and place calls to clients for the purpose of scheduling

·         Prioritize multiple tasks in a calm, organized manner

·         Maintain proper documentation through client and pet records, i.e. referral documentation, previous medical history received, etc.

·         Assist all clients by providing necessary instructions, information, and invoices, dispensing prescription items per the veterinarian’s instructions, and scheduling all future appointments

·         Utilize hospital computer systems to document medical records and communicate with clients and teammates

·         Manage the financial needs of the hospital by maintaining accurate balances through a collection of client transactions, following all cash and credit card handling procedures, and following proper opening and closing procedures

·         Excellent customer service skills and an exceptional level of communication in a professional manner

·         Advocate for pets through client education on preventative care, pet health needs, treatment recommendations, and all other hospital services/procedures

·         Maintain a positive attitude in all interactions with clients, pets, and other teammates

·         Demonstrate ability to show empathy toward clients and treat pets with compassion and respect

Qualifications:

·         Utilizing standard office/business equipment

·         Knowledge of veterinary medical terminology and procedures

·         Flexible schedule, including some weekend and holiday shifts

·         Ability to work independently on assigned tasks as well as to accept direction on given assignments

·         Must possess strong verbal and written communication skills, good judgment, and the ability to manage stressful situations

Skills:

·         Proficient computer skills and ability to learn veterinary practice management software

·         Detail-oriented

·         Ability to handle stressful situations

·         Must be organized and display strong communication skills