Client Service Representative

Full Job Description

The Client Service Representative or CSR is an essential member of the Veterinary Team as they provide administrative and organizational support. The CSR helps to develop policies and procedures alongside the Practice Manager in order to improve on clinic performance and efficiencies. The CSR participates in training of new hires and current staff and personal development.

The CSR is responsible for overseeing the day-to-day operations of all client services helping assure ideal productivity and customer care. Their goal is to foster both a positive and comfortable environment for the public as well as demonstrate professionalism and compliance for clinic policy. As the first and last point of contact for clinic visitors, the CSR demonstrates excellent interpersonal communication, animal care knowledge, and a connection to the clinic’s core values and mission statement.

Our ideal candidate is very team-oriented and works well on a multi-faceted team of doctors and experienced veterinary support staff. We are looking for an individual who is enthusiastic and interested in growing in their position, communicates well with clients and staff, and maintains a positive attitude in stressful situations. We encourage a strong work-life balance and provide flexibility with scheduling to ensure your needs are met.

Essential Job Functions

● Provide compassionate care to patients and clients to build relationships and enhance the clinic’s reputation in the community

● Greet clients and pets immediately upon arrival, determine reason for visit, ensure updated registration forms are on file and inform clients of expected wait time

● Alert management immediately of potential client, patient, or staff issues
● Conduct oneself in a confident and courteous manner at all times including during stressful situations
● Ensure a pleasant, respectful and productive relationship with Veterinarians and all team members
● Demonstrate strong multitasking skills in a fast-paced, deadline-driven setting
● Handles after life planning and care with compassion while following euthanasia protocols
● Assist in training staff on tasks/customer service initiatives/policies & procedures
● Maintain a clean, safe and professional work environment including the appearance of reception and waiting room area
● Maintain office equipment and supplies, inform proper individuals when repairs and supplies are needed
● Ensure that checklists and daily housekeeping tasks are completed and initialed
● Follow all leash handling guidelines to safely navigate dogs throughout the facility
● Apply the use of specific language designed to communicate/reinforce behavior expectations to dogs
● Comply with verbal and written instructions communicated such as emails, lists, color-coded signs
● Maintain excellent attendance record with on-time arrival
● Follow dress code guidelines; present in a neat, clean and hygienic manner at all times

Communications & Scheduling

● Receive incoming phone calls
● Check voicemail/return calls in a timely manner
● Record complete phone messages or assign tasks to appropriate staff member
● Schedule appointments effectively
● Respond to routine medical questions such as vaccination protocols for puppies/kittens, pre-surgery care requirements, fleas, intestinal parasites, etc.
● Use salesmanship and product knowledge to suggest product options
● Provide cost estimates for products and services including treatment plans, vaccinations, and surgeries
● Confirm routine appointments and surgeries for next business day including appropriate instructions

● Reschedule missed appointments
● Determine the difference between urgent/routine appointment needs and schedules accordingly

Files & Correspondence

● Complete all client and patient forms; scans into records
● Verify accuracy of information in hard file vs computer file; update as needed
● Enter and verify patient charges
● After patient visit, update reminders, schedule follow up and/or additional appointments
● Provide client education, vaccine schedules, certificates, pre-surgery/discharge instruction
● Prepare surgical consent forms
● Mail client correspondence including welcome, reminder, thank you, condolence letters and surgical consent forms
● Copy, mail, fax, email patient records at client request

Financial Responsibilities

● Prepare invoice and receive payments
● Reconcile cash drawer, print daily reconciliation in computer and credit card terminal
● Collect credit card information from clients and record payments
● Monitor accounts receivable and report outstanding accounts
● Perform other duties as assigned including assisting in other areas/departments

Physical Demands

● Standing, sitting, walking. balancing, crawling
● Talking, hearing
● Stooping, bending, kneeling, crouching
● Reaching, handling, fingering, feeling
● Color detection, motion and depth perception, near and far acuity

Job Hazards

● Exposure to dog and cat bites and scrapes
● Exposure to disease or infection
● Exposure to contaminants
● Restraining large animals in an agitated state
● Frequent bending and lifting (see complete list of physical demands)
● Must be prepared to cope with euthanasia and the trauma endured by medical professionals who deal with illness, death and dying on a regular basis

Qualifications

● Customer service experience- 1 year (preferred)
● Veterinary or professional animal care experience- 1 year (preferred)
● High school diploma or equivalent (required)
● Outstanding interpersonal communication skills
● Highly organized; able to multitask in a fast paced setting
● Strong computer experience; learns new programs with ease
● Comfortable interacting with animals of all breeds and sizes
● Passionate about animal welfare; treats all animals with compassion and kindness
● Follow rotating work schedule (e.g. nights, weekends and holidays)
● Reliable and dependable; maintain excellent attendance and punctuality
● Strong work ethic; sets high standards for self and others

Job Types & Benefits
Job types include full-time and part-time. Schedule requires weekday and weekend availability with flexible hours. Competitive hourly pay. Benefits include:

● Paid holidays
● Paid vacation and personal time off
● Health insurance and supplemental insurance including dental
● Retirement plan with 3% employer match
● Annual account credit for employee pets

Disclaimers

The above information has been designed to indicate the general nature of work performed by employees within this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed or deleted in accordance with business needs.

Job Types: Full-time, Part-time

Pay: $16.00 - $19.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Schedule:

• 4 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Belchertown, MA 01007: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Veterinary: 1 year (Required)
• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location

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