Client Service Representative; CSR

The Client Service Representative (CSR) is a compassionate, professional, and service-oriented professional. The CSR serves as the first point of contact for clients and plays a vital role in creating a welcoming, supportive experience for pet owners while ensuring efficient communication between clients, veterinarians, technicians, and support staff.

The CSR is organized, dependable, empathetic, and thrives in a fast-paced environment. This position requires excellent customer service skills, attention to detail, and a genuine passion for helping people and their pets.

• Greet clients and patients in a friendly, professional, and compassionate manner.
• Answer incoming phone calls and direct inquiries appropriately.
• Schedule appointments, consultations, and procedures.
• Provide accurate information regarding hospital services, policies, and procedures.
• Assist clients with patient admissions, transfers, and discharges.
• Maintain clear and professional communication with clients regarding appointment scheduling and follow-up needs.
• Support clients during stressful or emotional situations with empathy and professionalism.

• Maintain accurate client and patient records within the practice management software.
• Verify and update client information.
• Process payments and balance daily transactions.
• Prepare estimates, invoices, and financial documents as directed.
• Scan, file, and maintain medical records and administrative documents.
• Manage email correspondence and online appointment requests.

• Coordinate communication between clients and medical staff.
• Assist in maintaining smooth patient flow throughout the hospital.
• Support veterinarians and technicians with administrative needs as assigned.
• Collaborate with all departments to ensure an exceptional client experience.
• Participate in team meetings and ongoing training opportunities.

• Maintain a clean, organized, and professional reception area.
• Ensure client-facing materials and forms are stocked and readily available.
• Follow all hospital safety, confidentiality, and infection-control policies.

• High school diploma or GED.
• Minimum of one year of customer service experience.
• Strong communication and interpersonal skills.
• Basic computer proficiency and ability to learn veterinary software systems.
• Ability to multitask and remain organized in a fast-paced environment.
• Professional appearance and demeanor.

• Experience in a veterinary, medical, dental, or specialty healthcare setting.
• Familiarity with veterinary terminology.
• Experience with appointment scheduling and client account management.
• Physical Requirements
• Ability to sit, stand, and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in a busy veterinary environment with exposure to animals and animal-related odors, noises, and allergens.