Customer Service Representative

Essential ResponsibilitiesClient Service* 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.Telephone & Communication* 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.Appointment & Patient Flow* 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.Payments & Financial Responsibilities* 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.Medical Records & Administrative Duties* 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.Teamwork & Clinic Operations* 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.Client Service ExpectationsEvery 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 Veterinary Center at all times.QualificationsRequired* High school diploma or equivalent.* Previous customer service, reception, veterinary, medical, or animal-care experience preferred.* Strong verbal and written communication skills.* Ability to multitask and prioritize in a fast-paced environment.* Strong attention to detail and organizational skills.* Comfortable working with computers and learning veterinary practice-management software.* Ability to handle financial transactions accurately.* Ability to work effectively as part of a team.* Dependable attendance and punctuality.Preferred* Previous veterinary hospital or animal-care experience.* Familiarity with veterinary terminology.* Experience with veterinary practice-management software.* Experience handling difficult or emotional client interactions.* Knowledge of basic veterinary services, preventive care, and common client questions.Physical & Work EnvironmentThis position is performed in a busy veterinary hospital environment and may require:* Standing and walking for extended periods.* Sitting at a reception desk for portions of the workday.* Bending, reaching, and lifting as needed for routine clinic duties.* Occasional interaction with dogs, cats, and other animals.* Working around animal noise, odors, cleaning products, and medical equipment.* Remaining calm and professional during periods of high client volume or increased clinic activity.Performance ExpectationsSuccess in this position is demonstrated through:* Consistently professional and compassionate client interactions.* Accurate scheduling, payments, records, and communication.* Effective teamwork between the front desk and medical team.* Reliable attendance and punctuality.* Ability to remain organized and productive during busy periods.* Appropriate handling and escalation of client concerns.* Following Oakdale Veterinary Center procedures and expectations.* Contributing to a positive, respectful, and team-oriented workplace.Team Culture* Must be able to work hard, laugh often, and have fun with the team. Veterinary medicine can be stressful, so we value people who can keep a positive attitude, enjoy a good laugh, and contribute to a workplace where everyone genuinely enjoys coming to work.Equal OpportunityOakdale Veterinary Center is committed to maintaining a professional workplace where employees are treated with respect and where clients receive consistent, compassionate care.Compensation & Benefits* Starting Pay: $16.00 per hour* Health Insurance: Health insurance benefits are available to eligible employees.* Paid Holidays: Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy.* 401(k): Eligible employees have access to the company 401(k) and retirement savings plan.* Employee Pet Benefits: Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies.At AmeriVet, 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 pathing 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.Please note: Any Benefits listed above apply to full-time employees.At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.
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