Customer Service Representative

Role Overview

• Answer calls and emails promptly with professional, friendly service.
• Schedule appointments based on client needs and veterinarian availability, including forward booking.
• Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track.
• Greet clients warmly and ensure a positive experience throughout their visit.
• Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team.
• Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor.
• Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives.
• Update client and patient records in our practice management system with accuracy and efficiency.
• Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims.
• Maintain organized records of client communications and appointments to streamline operations.
• Provide clients with accurate post-visit instructions, including medication schedules and follow-up care.
• Help maintain a clean, organized reception area and assist with daily practice operations as needed.
• Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store.

Requirements

• High school diploma or equivalent work experience required.
• Excellent communication skills and a strong desire to provide compassionate, client-focused service.
• Prior customer service experience, preferably in a veterinary or healthcare setting.
• Basic proficiency with technology, including scheduling software and online communication platforms.
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Benefits

• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.
• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.