Veterinary Customer Service Representative (CSR)

About the Role

A customer service-focused individual is sought to join the growing reception team at Coyne Veterinary Center. The primary responsibility is to exceed client expectations by providing outstanding service and creating a warm, welcoming impression. This role requires a "people person" who enjoys working with diverse clients and is caring, friendly, and efficient. The receptionist must remain professional and courteous while managing multiple tasks, often with interruptions. Responsibilities include crowd control, efficiency management, and records administration.

Responsibilities

• Provide compassionate care to all patients and greet clients and pets by name.
• Answer phones promptly and professionally using a multi-line phone system.
• Receive and transmit faxes, and take/deliver messages to appropriate staff.
• Pull and update medical records, noting details of client conversations, including date, time, key points, and required actions.
• Check medical and computer records for accurate client contact information.
• Weigh pets during each visit and record weights in medical records and on the computer.
• Schedule boarding and grooming appointments according to hospital guidelines.
• Answer client questions about veterinary services, products, and provide advice on wellness, prevention, and disease.
• Fill prescriptions and provide routine administration instructions.
• Always refer to veterinarians as "doctor" in the presence of clients.
• Prepare consent forms, estimates, treatment plans, and discuss financial policies with clients.
• Prepare health certificates and/or proof of vaccination as requested.
• Advise clients on proper nutrition, preventatives, testing, pain management, and retail items.
• Maintain a clean and neat reception area and front desk.
• Explain invoices, detailing all services and products provided.
• Collect payments, including processing cash, credit cards, and checks with proper ID.
• Know fees for routine services.
• Retrieve, update, and file patient medical records.
• Clean up after pets' accidents in the reception area, exam rooms, and exterior sidewalks.
• Water and maintain plants in waiting and exam rooms.
• Collect, label, and process specimens brought in by clients for lab analysis.
• Recognize emergency situations and enlist aid from doctors and technicians.
• Wear required personal protective equipment (PPE) and maintain it in good working order.
• Provide facility tours and explain services offered.
• Maintain food and supply storage.
• Understand infectious diseases and methods for controlling their spread.
• Communicate with clients both in person and on the phone.
• Attend monthly mandatory staff meetings and continuing education seminars.

Requirements

• High school diploma or equivalent; some college preferred.
• Minimum age requirement of 18 years old.
• Ability to read and comprehend instructions.
• Effective communication skills with clients in person and by phone.
• Experience in caring for animals and knowledge of proper restraint techniques preferred.
• Ability to perform basic arithmetic operations with whole numbers, common fractions, and decimals.
• Ability to work with computer-based veterinary software.
• Exceptional customer service skills.
• Ability to work in a fast-paced environment.

Physical Obligations

• Able to lift and carry up to 50 pounds.
• Endure standing and walking on hard floor surfaces for extended periods.
• Able to work in noisy conditions with sounds from animals and equipment.
• Take safety precautions for exposure to toxins, drugs, anesthesia, and radiation.