Customer Service Representative

## Customer Service Representative Apply:
Canton, IL:
Full time:
Posted Yesterday:
JR109342
** Essential Responsibilities*
* ** Client Service*
* * Greet clients and their pets warmly and professionally upon arrival.

* Provide courteous, compassionate, and respectful service to every client.

* Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.

* Communicate clinic policies, procedures, fees, and recommendations accurately.

* Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.

* Protect client confidentiality and handle sensitive information appropriately.

* Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.  
** Telephone & Communication*
* * Answer incoming telephone calls promptly and professionally.

* Schedule appointments according to clinic protocols and available appointment types.

* Accurately document telephone messages and ensure they are directed to the appropriate team member.

* Return or assist with client calls as assigned.

* Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.

* Monitor other forms of client communication, including electronic messages, as assigned.
** Appointment & Patient Flow*
* * Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.

* Check clients and patients in and out accurately.

* Obtain and verify current client and patient information.

* Assist with maintaining an organized and efficient lobby and reception area.

* Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.

* Help maintain appropriate patient flow during busy periods.  
** Payments & Financial Responsibilities*
* * Accurately process payments using approved payment methods.

* Provide clients with invoices and explain charges when appropriate.

* Handle cash, credit/debit card transactions, and other approved forms of payment accurately.

* Process financing or payment-plan options according to clinic procedures.

* Maintain accuracy when handling money and client accounts.

* Address billing questions professionally and involve management when necessary.
** Medical Records & Administrative Duties*
* * Maintain accurate client and patient information in the practice management system.

* Enter information accurately and completely.

* Assist with updating client contact information, vaccination records, and other administrative information.

* Process prescription and food refill requests according to clinic procedures.

* Assist with medical record requests and other administrative tasks.

* Maintain organized documentation and follow established clinic procedures.  
** Teamwork & Clinic Operations*
* * Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.

* Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.

* Assist other areas of the clinic when needed and when appropriate to the position.

* Maintain a clean, organized, and professional reception area.

* Follow opening, closing, cleaning, and other assigned front-desk procedures.

* Participate in staff meetings, training, and continuing education as required.

* Follow all Oakdale Veterinary Center policies and procedures.
** Client Service Expectations
** Every CSR is expected to:

* Treat clients and coworkers with professionalism and respect.

* Maintain a positive and approachable attitude.

* Listen carefully before responding to client concerns.

* Avoid arguing with or speaking…