Customer Service Representative

Client Service Representative (CSR)

We are looking for a personable and skilled Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression.

Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

Primary Responsibilities

Telephone Communication

• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

• Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Relays medical instructions; itemizes the client's statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
• Communicates with clients as needed regarding invoices and the medical status of their pets.
• Makes calls to clients on a timely basis from a call-back list.
• Provides clients with any information or instructions they will need prior to their appointments.
• Contacts clients to schedule recheck appointments, confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.

Appointment Scheduling

• Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (15, 30 minutes or 45 minutes) according to the type of visit.
• Schedules appointments to meet the clients' needs and most efficiently use veterinarians' and staff members' time.

Recordkeeping and Filing

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Retrieves and re-files medical records accurately and promptly.
• Purges inactive files as directed.
• Updates client files and patient records as needed.
• Scans medical documents.
• Emails medical records to requesters, with client's permission.

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Communicates basic patient preventative care protocols to clients.
• Maintains knowledge of the practice's products and services.
• Improves veterinary knowledge by taking advantage of staff meetings and in-house training.

Patient Admittance

• Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
• Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
• Follows hospital policies regarding patient admittance (e.g., vaccination status).
• Relays all necessary information to the veterinarians and technicians.
• Triages urgent-care patients and communicates with the medical team as appropriate.

Cash Handling

• Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager or owner.

Facility Maintenance

• Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.

Personal Conduct

• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
• Utilizes Workday to clock in and out at the beginning and end of each day as well as breaks.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

At Great Road Veterinary Hospital, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here's what you can expect when you join our team:

• Tailored development programs, mentorship, and career path to help you achieve your unique goals.
• 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.

Qualifications & Requirements:

• Professional and friendly phone etiquette
• 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
• Preferred: 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