Pet Care Client Advocate

A Client Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. They’re patient, empathetic, passionately communicative, and they have a love to genuinely help people and their pets. The CSR ensures excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Job Duties and Responsibilities

· Receive and place calls to clients for the purpose of scheduling

· Prioritize multiple tasks in a calm, organized manner

· Maintain proper documentation through client and pet records, i.e. referral documentation, previous medical history received, etc

· Assist all clients by providing necessary instructions, information, and invoices, dispensing prescription items per the veterinarian’s instructions, and scheduling all future appointments

· Utilize hospital computer systems to document medical records and communicate with clients and teammates

· Manage the financial needs of the hospital by maintaining accurate balances through a collection of client transactions, following all cash and credit card handling procedures, and following proper opening and closing procedures

· Excellent customer service skills and an exceptional level of communication in a professional manner

· Advocate for pets through client education on preventative care, pet health needs, treatment recommendations, and all other hospital services/procedures

· Maintain a positive attitude in all interactions with clients, pets, and other teammates

· Demonstrate ability to show empathy toward clients and treat pets with compassion and respect

Qualifications:

· Utilizing standard office/business equipment

· Knowledge of veterinary medical terminology and procedures

· Flexible schedule, including some weekend and holiday shifts

· Ability to work independently on assigned tasks as well as to accept direction on given assignments

· Must possess strong verbal and written communication skills, good judgment, and the ability to manage stressful situations

Skills:

· Proficient computer skills and ability to learn veterinary practice management software

· Detail-oriented

· Ability to handle stressful situations

· Must be organized and display strong communication skills

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life.

Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose:
Give pets and the people who love them more quality years together

Mission:
Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values:
Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next

One NVA:
Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

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