Customer Service Representative

Position Summary

The Customer Service Representative (CSR) meets and greets all clients, providing exceptional customer service, managing front‑desk operations and handling financial transactions. The CSR schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. The CSR ensures good communication with clients and all team members to coordinate gold‑standard care of all pets.

Salary contingent on experience.

• 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 use that 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 educate the clients about preventative care and pet health needs.
• Assist incoming clients, documenting and entering 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, acting as an initial triage to determine patient’s service needs and refer the patient to the appropriate veterinary staff as needed.
• Schedule client appointments and follow‑up exams, working with veterinarians 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 sell retail products.
• Manage payment, accepting payments for products and services provided and performing daily reconciliation of the cash drawer.
• Respond to customer complaints in a professional, courteous manner and satisfactorily 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.

• High School Diploma or GED required.

• 1+ years experience in a veterinary field as a CSR.
• Experience in a veterinary facility desired.

• Ability to provide effective customer service principles.
• Basic knowledge of veterinary medical terminology.
• Basic proficiency with a variety of computer programs; familiarity with Cornerstone veterinary computer systems is a plus.
• 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.
• Responds to requests proactively and quickly.
• Strong attention to detail and a high level of accuracy.

While performing the duties of this job, the team member is regularly required to talk and hear, and 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. The team member may be exposed to disinfectant or sanitation chemicals, pets dander, and excretions.

The position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, and 50 lbs. with assistance. Must be able to work flexible hours, including evenings and weekends.

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