Client Services Representative

The Client Service Representative (CSR) drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner. The CSR influences clients to return and refer their friends and families.

• Actively recruit new clients by promoting hospital services and routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our clients.
• Provide professional, efficient and exceptional service at all times, encouraging hospital visits, welcoming clients and pets, ensuring their comfort, and educating them about their pet’s health.
• Educate clients about Paw Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering all pet information and history into the computer, utilizing proper tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products and scheduling future appointments.
• Manage finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Conduct administrative functions as necessary.
• Perform other job duties as assigned.

• Leadership
• Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented
• Listening
• Functional
• Preventative care and Paw Plans
• Communication Skills
• Client Service Skills
• Priority Setting
• Time Management

• Ability to multi‑task: manages multiple tasks simultaneously, shifting attention quickly and accurately under distracting conditions.
• Communication skills: reads, writes and speaks fluent English with appropriate grammar, style and vocabulary; demonstrates strong written and verbal skills.
• Organizational ability: exhibits a systematic approach, orderliness and ability to turn chaos into order.
• Problem‑solving skills: identifies, analyzes and solves problems, translating them into practical solutions.
• Client service skills: ensures the team provides attentive, courteous and informative service, deriving personal satisfaction from great service.
• Intellectual ability: accurately follows oral, written or diagrammatic instructions and can provide directions.
• Mathematical ability: performs addition, subtraction, multiplication, division, computation of rates, ratios and percentages, and unit conversions.
• Computer skills: confidently uses a computer and specialized software such as Microsoft Word, Excel, Access, Outlook.

• Initiative: uses discretion to find solutions, presents options and ideas to enhance processes, and takes on additional responsibility.
• Integrity: adheres to the values and ethics of National Veterinary Associates, exhibiting honesty, discretion and sound judgment.
• Cooperativeness: works with others, collaborates and compromises when necessary, and shares relevant information promptly.
• Flexibility: is open to changing situations and willing to perform all tasks assigned.
• Independence: performs tasks and duties independently without supervision.
• Tolerance for Stress / Resiliency: maintains a positive outlook, recovers quickly from frustrations, and stays composed while dealing with stressful situations.

• Ability to work at a computer for long periods.
• Confidence around cats.
• Work volume may require more than 40 hours per week.
• Requires reasoning, memory, math and language skills (reading, writing, speaking English).
• Work environment is moderately low noise; operates in a fear‑free setting.
• Requires sufficient ambulatory skills, standing, walking, stooping, kneeling, crouching, climbing, and ability to lift, carry, move up to 50 pounds.
• Requires good hand‑eye coordination, dexterity, and visual…