Client Service Representative

Responsibilities

• Serve as a client’s first impression of Sage Veterinary Imaging in‑person, on the phone and over email ensuring to represent the world class care that patients are receiving
• Answer incoming phone calls from clients and referring veterinarians ensuring calls are returned within approved timelines
• Coordinate with clinical staff to own and manage the scheduling of patients
• Present patient care estimates to clients and provide information on diagnostic imaging, therapeutic procedures, and surgical interventions recommended by the veterinarian
• Obtain patient histories from referring veterinarians, in addition to maintaining patient records and transfer of information across digital platforms such as the SVI “Whiteboard”
• Coordinate pickup and drop‑off of patients with clients the clinical staff as well as collect payments
• Work with the clinical staff and SVI leadership to identify and suggest best practices in the field of veterinary related customer service
• Contribute towards creation and maintenance of all CSR training materials, including but not limited to the CSR Video Training Library
• Team player with the ability to both effectively lead teams as well as collaborate with leadership
• Owns the Client Service experience, including de‑escalations, gathering feedback from clients, and implementing processes to improve overall service
• Other tasks as assigned

Requirements:

• Associate’s degree or equivalent preferred
• Previous experience in customer service, facilities oversight, and administration required
• Previous experience in veterinary medicine a plus
• Professional appearance and demeanor
• Reliable attendance and proactive execution of duties
• Effective communicator with strong problem solving and organizational skills
• Ability to build rapport with clients and referring veterinarians
• Experience with scheduling and invoicing software required (experience with Ezy Vet a plus)
• Familiarity with the following technology: G‑Suite (Google Docs, Sheets, etc), scheduling software

Please complete the work style survey to be considered: