Customer Service Representative

• Greet clients and their pets warmly and professionally upon arrival.
• Provide courteous, compassionate, and respectful service to every client.
• Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.
• Protect client confidentiality and handle sensitive information appropriately.
• Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.

• Answer incoming telephone calls promptly and professionally.
• Schedule appointments according to clinic protocols and available appointment types.
• Accurately document telephone messages and ensure they are directed to the appropriate team member.
• Return or assist with client calls as assigned.
• Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.
• Monitor other forms of client communication, including electronic messages, as assigned.

• Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.
• Check clients and patients in and out accurately.
• Obtain and verify current client and patient information.
• Assist with maintaining an organized and efficient lobby and reception area.
• Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.
• Help maintain appropriate patient flow during busy periods.

• Accurately process payments using approved payment methods.
• Provide clients with invoices and explain charges when appropriate.
• Handle cash, credit/debit card transactions, and other approved forms of payment accurately.
• Process financing or payment-plan options according to clinic procedures.
• Maintain accuracy when handling money and client accounts.
• Address billing questions professionally and involve management when necessary.

• Maintain accurate client and patient information in the practice management system.
• Enter information accurately and completely.
• Assist with updating client contact information, vaccination records, and other administrative information.
• Process prescription and food refill requests according to clinic procedures.
• Assist with medical record requests and other administrative tasks.
• Maintain organized documentation and follow established clinic procedures.

• Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.
• Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.
• Assist other areas of the clinic when needed and when appropriate to the position.
• Maintain a clean, organized, and professional reception area.
• Follow opening, closing, cleaning, and other assigned front-desk procedures.
• Participate in staff meetings, training, and continuing education as required.
• Follow all Oakdale Veterinary Center policies and procedures.

Every CSR is expected to:

• Treat clients and coworkers with professionalism and respect.
• Maintain a positive and approachable attitude.
• Listen carefully before responding to client concerns.
• Avoid arguing with or speaking disrespectfully to clients or coworkers.
• Recognize when a situation should be escalated to the Practice Manager or another member of management.
• Maintain appropriate boundaries with clients while still providing compassionate service.
• Present a professional image of Oakdale…