Customer Service Representative II

Customer Service Representative II –
NVA General Practice

This role is part of the hospital team, supporting client services staff, grooming, and lodging teams. The CSR works directly with the CSR Manager, overseeing Receptionist staff to ensure quality veterinary care. The position is full time (minimum 32 hrs/week) with flexibility for leadership meetings and training sessions.

• Answer incoming calls, manage GP schedule, and handle incoming Emergency patients.
• Ensure clients/patients receive quality care and maintain smooth hospital operations.
• Accurately enter client/patient information into Ezy Vet and verify email/phone numbers.
• Add clients/patients to the correct whiteboard in Smartflow in a timely manner.
• Demonstrate and reinforce the highest level of client service.
• Resolve client issues and escalations; coordinate with CSR Manager for follow‑up.
• Verify accuracy of logged cash transactions and train staff on cash management protocols.
• Monitor computer systems and collaborate with Help Desk to resolve technical issues.
• Maintain professionalism and discretion regarding private information and coaching conversations.
• Work from a seated position for extended periods using desktop computer, phone, or headset.
• Assist clients with pets, carrying or leading them by leash as needed.
• Walk, stand, or climb stairs throughout the shift as required.

• Minimum 3 years of Customer Service experience.
• Strong time‑management skills with flexibility in assigned duties.
• Excellent communication skills and a positive, energetic attitude.
• Accountability for mistakes, openness to feedback, and the ability to correct behaviors.
• Demonstrable complex problem‑solving, active listening, critical thinking, time management, and decision‑making aligned with hospital policy and client interests.
• Ability to handle upset clients effectively.
• Basic computer skills (Microsoft Office suite); prior practice‑management software knowledge preferred.
• Capacity to handle the physical and emotional demands of a veterinary hospital environment.
• Commitment to ongoing educational development and growth.
• Professional and courteous behavior toward staff and clients, even in high‑emotion situations.

• Base hourly rate: $17.00 – $21.00 (DOE)
• Eligible for periodic bonus (where applicable)

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts

Mid‑Senior level

Full‑time

Other

Veterinary Services

Referral applicants are encouraged as they increase interview chances by 2×.

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