Customer Service Representative

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 disrespectfully to clients or coworkers.
* Recognize when a situation should be escalated to the Practice Manager or another member of management.
* Maintain appropriate boundaries with clients while still providing compassionate service.
* Present a professional image of Oakdale Veterinary Center at all times.

Qualifications Required
* High school diploma or equivalent.
* Previous customer service, reception, veterinary, medical, or animal-care experience preferred.
* Strong verbal and written communication skills.
* Ability to multitask and prioritize in a fast-paced environment.
* Strong attention to detail and organizational skills.
* Comfortable working with computers and learning veterinary practice-management software.
* Ability to handle financial transactions accurately.
* Ability to work effectively as part of a team.
* Dependable attendance and punctuality.

Preferred
* Previous…