Customer Service Representative

Key Responsibilities

• Client Communication & Scheduling: Answer calls and emails promptly with professional, friendly service
• Client Relations & Service: Greet clients warmly and ensure a positive experience throughout their visit
• Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team
• Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor
• Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives
• Manage patient information and technology: Update client and patient records in our practice management system with accuracy and efficiency
• Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims
• Maintain organized records of client communications and appointments to streamline operations
• Support the Medical Team & Practice Operations: Provide clients with accurate post-visit instructions, including medication schedules and follow-up care
• Assist with daily practice operations as needed
• Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store

Qualifications

• High school diploma or equivalent work experience required
• Excellent communication skills and a strong desire to provide compassionate, client-focused service
• Prior customer service experience, preferably in a veterinary or healthcare setting
• Basic proficiency with technology, including scheduling software and online communication platforms
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Working Conditions

• Full-time position with the possibility of evening and/or weekend hours based on the client and patient needs of the practice
• Must be able to work in a fast-paced, dynamic environment
• Occasional lifting up to 40 pounds independently and physical tasks may be required

Benefits

• 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