Client Service Representative

Job Summary

The Client Service Representative is the primary point of contact for new and existing customers. A Customer Service Representative (CSR) will assist customers with a full spectrum of services beginning with initial contact all the way through the last point of contact. A CSR is responsible for providing superior levels of customer service, including communicating effectively, handling difficult and complex customer matters that result in satisfied customers, and showing empathy to all they encounter.

Working the front desk in a high-volume hectic office setting, this position acts as the gatekeeper that keeps customers informed, while working effectively with veterinary staff to keep customers moving through appointments.

• Providing superior levels of customer service through prompt and courteous service in person, by phone or through email. This includes but is not limited to greeting client(s) and pet(s) by name, being friendly and understanding, while keeping the customer informed all the way through to discharge as well as clarifying continued care instructions and any follow up needed.
• Able to navigate difficult customer situations in a professional manner that results in satisfied customers as well as handling complaints and concerns with courtesy and respect.
• Maintains the well-being of clients and animals by enforcing safety and pet restraint policies.
• Responsible for accurately entering client, medical and appointment data in computer software systems.
• Responsible for accurately entering payment and refund data in computer software systems in a timely manner.
• Analyze and correctly interpret financial data in writing and electronically regarding accounts receivable.
• Correctly process payments in all forms (cash, check, credit card, voucher, etc.) securely and in compliance with PFA policies and procedures.
• Creates accurate and complete estimates of fees; able to correctly explain charges for products and services to clients.
• Responsible for answering phones quickly and in a timely manner, answering customer questions, correctly making appointments, and scheduling surgery.
• Identifies and appropriately refers client inquiries to other departments or personnel within PFA when indicated.
• Consistently provides correct and complete preoperative care instructions to clients when appropriate. Consistently provides correct and complete information concerning vaccinations and products offered at PFA in accordance with PFA policies and procedures and all applicable laws.
• Educating clients regarding surgery, wellness services and products offered ers appropriate products (within permitted protocols as established by PFA policies and procedures) to ensure every client and patient receives consistently high quality services.
• Assists clients by understanding and identifying assistance programs for which they may be eligible.
• Assists with the collection of data for department and clinic management.

• Responsible for preparing and maintaining medical records promptly and accurately.
• Analyzes and appropriately identifies occurrences requiring documentation in patient records. Consistently documents such occurrences promptly and correctly, using proper documentation practices and correct medical terminology when indicated.
• Navigates medical records, analyzes and interprets data to form correct conclusions in order to serve clients, identify billable services, and assist other staff members.
• Maintains confidentiality of client and patient financial and medical information.
• Responsible for file maintenance by ensuring correct information is entered, organized using the proper filing method and correcting inaccurate information using computer-based and paper files. Ensures all appropriate documentation is included to complete the patient’s record.
• Ensure proper payment-handling by securing cash register, providing correct change, ensure cash is never left unattended and following all cash handling practices as established by PFA.
• Properly and safely use equipment including computers, telephone system, fax machine, printers, copiers, cash registers, credit card machines, electronics,…