Customer Service Representative

Position Summary
The Customer Service Representative (CSR) actively recruits new clients
and promotes hospital services. Schedules client visits and drives the flow of clients and pets
through the hospital to aid the productivity of the veterinary medical team. Ensures good
communication with the clients, and coordinates the care of the pets, influencing clients to return
and refer their friends and families.
WHAT YOU’LL DO (Essential Functions)

Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,
and Fun

Maintain knowledge of the services the hospital provides and utilizes the information to
promote the hospital’s services and products to existing and prospective customers

Welcome clients and pets, ensuring that they are comfortable in the hospital, and
educating the clients about preventative care and pet health needs

Assist incoming clients. Document and enter the pet’s history, requested services, and
other pertinent information within the practice management software

Direct the flow of clients and pets to ensure superior client care and maximum productivity
of the veterinary medical team

Answer basic questions from clients on the phone and in person, act as an initial triage to
determine patient’s service needs. Refer the patient to the appropriate veterinary staff as
needed

Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
veterinary staff as needed to ensure optimal scheduling

Assist outgoing clients by providing all necessary instructions, information, and invoices
Dispense prescription items per the Veterinarian's instructions and sells retail products
Responsible for cash management including accepting payments for products and
services provided. Perform daily reconciliation of the cash drawer

Respond to customer complaints in a professional, courteous manner and act satisfactorily
to resolve the problem

Support a practice environment that promotes collaboration and teamwork to ensure the
delivery of quality, compassionate, effective, and efficient health care to pets

Comply with all practice policies, quality assurance guidelines, and minimum standards of
care

Perform other duties and projects as requested
Education
WHAT WE’RE LOOKING FOR (Essential Qualifications):

High School Diploma or GED required
Professional Licenses/Certifications: None
Experience

1+ years experience in retail sales or customer service preferred
Experience in a medical facility desired
Knowledge, Skills And Ability

Ability to provide effective customer service principles
Basic knowledge of medical terminology
Basic proficiency with a variety of computer programs including Microsoft Office Suite
Basic written, verbal, and active listening communication skills
Strong customer relations and interpersonal skills
Exercises tact and diplomacy in dealing with sensitive issues and situations
Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
Strong organizational and time management skills
Effectively and quickly responds to requests in a proactive manner
Strong attention to detail and high level of accuracy
Physical Demands
While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be
exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is
exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with
assistance. Must be able to work flexible hours including evenings and weekends.
SUPERVISORY RESPONSIBILITIES: None
Compensation Range
$18—$25 USD