Customer Service Representative

Role Overview

• Understands, communicates, and properly prioritizes scheduled appointments, client education, and lobby triage by vaccine, wellness, parasite, and retail needs to ensure an efficient and productive schedule and daily workflow.
• Operates a multiple-line telephone system.
• Answers incoming calls, places, callers on hold, transfers calls, and pages staff members appropriately.
• Takes and routes messages for veterinarians and staff members.
• Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous.
• Remains calm and collected in the face of emergency situations.
• Ultimately, it is the CSR who creates a good first and last impression on our clients.
• Accepts payments, makes change, processes credit payments, and other forms of payment while maintaining an accurate cash drawer.
• Maintains accurate and updated client information and pet records, including obtaining pet medical records from other clinics and providing administrative support (scanning documents, updating records, faxing, emailing, etc.) to keep accurate and reliable client information.
• Complete all tasks as assigned by the supervisor(s).

Requirements

• Professional and friendly phone etiquette
• Available to work weekends and holiday rotations, as needed
• Ability to properly prioritize and complete tasks simultaneously
• Ability to problem solve and adapt to multiple situations
• HS Diploma or educational equivalent
• Excellent customer service skills
• Computer efficiency
• Very detail-oriented
• Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.) preferred
• One year of customer service representative experience preferred
• Knowledge of veterinary medical terminology and procedures preferred.

Benefits

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