Customer Service Representative
Job in
Fort Worth, Tarrant County, Texas, 76102, USA
Listed on 2026-03-01
Listing for:
Marsveterinary
Full Time
position Listed on 2026-03-01
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Spanish Customer Service
Job Description & How to Apply Below
Job Summary
Meet and greet clients and their pets. Coordinate and represent all facets of client services. Serve as a goodwill ambassador for the hospital.
Knowledge,Skills and Abilities
- Excellent client service skills.
- Excellent phone skills.
- Computer skills preferred.
- Must be friendly, outgoing, people‑oriented.
- Excellent communication skills.
- Ability to work in a team‑oriented environment.
- Well groomed, organized and detail‑oriented.
- Ability to take direction.
- Ability to handle money accurately and honestly.
- Must possess sound decision‑making skills and multi‑task while working in an environment of stress.
- High School Diploma.
- Must have experience working with the public, i.e. restaurant, retail or service business.
- Experience in a veterinary hospital or other doctor’s office is a plus.
- Scheduling appointments.
- Effective determination and scheduling of emergencies.
- Authority to delay disputed charges until further reviewed by supervisor.
- Authority to resolve client service issues within established guidelines.
- Dependable attendance is required.
- Any allergies to animals must be controllable through medication.
- Must be willing to work long or irregular hours under pressure conditions.
- This position requires the ability to walk, bend, stand and reach constantly during a minimum 8‑hour day.
- Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
- Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
- Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
- Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.
- Demonstrate excellent relations with clients/pets in waiting and/or exam rooms; ensure that clients and pets feel welcome and comfortable, serve as “Ambassadors” and create and maintain goodwill for the hospital.
- Build rapport with clients.
- Immediately greet clients and pets by name.
- Quickly understand client needs and initiate the process of meeting those needs.
- Help new clients completely fill out the registration form and inform them about services offered by the hospital.
- When there is a delay (e.g., the doctor is behind schedule), keep clients informed of expected waiting time.
- Provide basic education on general animal husbandry and pet care, including: general dietary requirements and feeding schedules, vaccines, dental care instructions, routine laboratory tests (stool exams, heartworm tests, urinalysis, leukemia tests), heartworm preventatives, housebreaking techniques, general flea and tick control.
- Generate, present and explain fee estimates for treatment/surgery to clients.
- Handle client complaints with concern and diplomacy.
- Accurately communicate medical/surgical information to clients.
- Send client cards and letters (thank you notes, sympathy cards, welcome cards) as directed by the management team.
- Prepare, distribute and explain client education materials.
- Exhibit a “come in now” attitude toward clients and patients.
- Answer telephone promptly.
- Encourage the client to make an appointment if the pet has any problematic condition concerning either the client or you.
- Schedule appointments and other patient visits in the appointment book, including re‑check appointments, surgeries, and drop‑offs.
- Reschedule any missed appointments.
- Understand and use excellent telephone etiquette.
- Call clients to confirm appointments, remind them of missed appointments and laboratory results, as well as callbacks for procedures performed.
- Refuse to diagnose pet health care problems over the telephone.
- Keep charts and computer records updated with current client and patient information (address, telephone number, vaccine due dates, other reminders, age, etc.).
- Prepare charts for new clients and patients.
- Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions.
- Handwriting must be…
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