Client Service Representative

About the role

The Center for Bird and Exotic Animal Medicine (CBEAM) is seeking a Client Service Representative (CSR) to join our dynamic team of veterinarians and support staff. Located near Seattle, WA, we offer compassionate and expert care for all species of non-traditional pets. As a CSR, you'll work closely with the Client Service Manager (CSM) and medical staff to provide exceptional customer service.

Responsibilities

• Greet clients, determine their needs, and complete the check-in and check-out process.
• Model a professional and courteous manner with both staff and clients, demonstrating compassion and understanding.
• Politely and professionally answer and triage phone lines, using AllyDVM software as needed.
• Schedule clients for prompt treatment, vaccinations, rechecks, surgeries, and other services requiring the doctors' and technicians' time.
• Help with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc., making overdue reminder calls and updating patient records.
• Note client communications in patient records and ensure appropriate messages reach the doctor.
• Review patient records for daily scheduled appointments and collect necessary information for updates.
• Communicate effectively through intercom systems, Softros LAN Messenger, and technician staff.
• Perform client and patient call backs, handle prescription requests, and assist with over-the-counter sales of merchandise.
• Process end of day tasks, reconcile cash drawers, and follow hospital policies for credit charges.
• Advise hospital staff about incoming emergencies and maintain the waiting room and reception area, including cleaning and restocking.
• Prepare and send welcome letters, referral and thank you letters, condolences, and other correspondence.

Qualifications

• Proper telephone etiquette and client service excellence.
• Basic veterinary medical knowledge, including products and services.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office, e-mail, and Avimark experience preferred).
• Strong organizational skills with the ability to multi-task and attend to details.
• A high school diploma or GED required.
• Prior client service experience in a related area preferred.