Client Service Representative - Shreiber School of Veterinary Medicine of Rowan University

Location: Glassboro, New Jersey | Work type: Full-Time

About the role

SSVM is a new and innovative veterinary teaching hospital for small animals, equipped with state-of-the-art equipment. The teaching hospital is designed to accommodate multiple specialty departments, including anesthesia, cardiology, clinical pathology, dermatology, dentistry and oral surgery, diagnostic imaging, emergency/critical care, exotics, internal medicine, neurology, oncology, ophthalmology, surgery, radiology, and a full pharmacy with sterile compounding capabilities. Our top priorities are delivering excellent client and patient care in addition to training graduates who are competent, confident, and ready from day one.

The Client Service Representative position will be responsible for providing excellent client service in the veterinary teaching hospital and will report directly to the Client Service Manager. Client Service Representatives will rotate working across multiple departments to include Emergency, Specialty, and Primary Care to gain exposure to different areas of service and workflow, while continuing to learn and build their skills. Client Service Representatives are the first point of contact for our teaching hospital and are responsible for delivering the highest level of customer service to our community. This role requires individuals to work on-site and is not available as a remote position.

Responsibilities

• Greet clients and their pets with professionalism and a friendly demeanor.
• Provide excellent customer service to our clients.
• Multitask and work in a fast-paced environment.
• Utilize multiple software programs and complete tasks simultaneously.
• Demonstrate excellent phone etiquette and communication skills.
• Support clinicians and veterinary technical staff by providing client communication, education, advocacy, and support throughout the client and patient visit.
• Schedule, edit, cancel, and confirm appointments.
• Demonstrate a commitment to supporting a collaborative, positive, and collegial work environment.
• Demonstrate strong problem-solving and critical thinking skills.
• Answer calls, client questions, and process client requests promptly.
• Accurately process payments and discuss payment options with clients.
• Have a thorough understanding and knowledge of our services offered and be able to communicate this information to clients and referring veterinarians.
• Request and send medical records as needed.
• Communicate and process aftercare arrangements with clients.
• Maintain organized communication between clients, referring veterinarians, vendors, and other relevant parties.
• Scan and attach necessary paperwork to client or patient medical records.
• Maintain a community email inbox.
• Perform other tasks and responsibilities as assigned by leadership.

Requirements

• High School Diploma or GED.
• Minimum of one (1) year experience in client service within a Specialty, Emergency, or Primary Care veterinary practice.
• Professional communication skills, both written and verbal.
• Previous experience related to phone etiquette and client service skills.
• Ability to maintain a high level of professionalism in emotional, sensitive, and stressful situations.
• Basic understanding of medical terminology, medications, and common procedures.
• Willingness to work flexible hours and weekends as needed, including a rotational holiday schedule.

Preferred Qualifications

• Three (3) or more years of experience in a veterinary client service role within an Emergency, Specialty, and Primary Care practice.
• Previous experience working in a teaching environment.
• Advanced understanding of medical terminology, medications, and common procedures.
• EzyVet and VetRadar software experience.
• Excellent communication and interpersonal skills, and high emotional intelligence.

Working Conditions

Schedule: 8-hour and 10-hour shifts available. Positions include day, swing, and night shifts, with rotating weekends and holiday coverage.

Hazards: Veterinary workers may be exposed to slips, trips, falls, unpleasant odors, noises, animal feces, urine, and potential bites, kicks, or scratches from frightened or pained animals. Exposure to bloodborne pathogens, hazardous drugs, radiation, toxic waste, chemical hazards (e.g., disinfectants, pesticides, latex), and other risks is possible.

Animals: The teaching hospital may treat small mammals, large mammals, livestock, reptiles, avians, and other exotic animals. Note: This is a non-animal handling position.

Pay

The starting rate for each level is equivalent to the probationary rate listed below based on collective bargaining unit guidelines. After a six-month probationary period, pay may increase to the "Job Rate." Depending on experience, candidates may be hired at the "Job Rate" or above the probationary rate (with 4+ years of applicable experience).

• Min: $19.29/hr
• Mid: $19.96/hr
• Max: $20.55/hr

Benefits

For eligible employees, benefits include:

• Comprehensive NJ State health, dental, and retirement benefits.
• Extensive accrued time off and paid holidays.
• Tuition reimbursement for employee, spouse, and dependents to attend Rowan University, Glassboro (undergraduate degrees only for spouse and dependents).

Rowan University employees are eligible to participate in the federal Public Service Loan Forgiveness program. For more details, visit Rowan University Benefits.