Customer Service Representative Job Canton area,Ohio USA,Customer Service/HelpDesk

Job Description & How to Apply Below

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.

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