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Client Services Representative

Southern Oregon Veterinary Specialty Center (SOVSC), located in Central Point, Oregon, is the premier 24/7 Specialty + Emergency veterinary hospital serving a 250-mile radius. Our team includes board-certified specialists in Surgery, Emergency and Critical Care, Internal Medicine, and more. With advanced capabilities like blood transfusions, chemotherapy, and complex surgical procedures, we offer comprehensive, compassionate care to pets and their families.

Our mission is to support the special bond between pets and their humans by providing expert care and guidance during every step of their journey with us. We are seeking individuals with strong communication skills, critical thinking abilities, and a genuine passion for helping others to join our Client Services team. If you thrive in a fast-paced environment and enjoy making a difference, we want to hear from you!

Job Summary:

The Client Services Representative (CSR) is the first point of contact for clients and plays a critical role in ensuring a seamless and welcoming experience at Southern Oregon Veterinary Specialty Center (SOVSC). This position is responsible for managing client check-ins, processing payments, and facilitating effective communication between clients, veterinarians, and hospital staff. CSRs provide essential administrative support while maintaining an organized and professional front office environment.

As a key member of our Client Services team, the Client Services Representative proactively anticipates client needs, provides accurate information, and ensures hospital operations run efficiently. This role requires strong communication skills, attention to detail, and a commitment to excellent customer service.

Key Responsibilities:

As a Client Services Representative, you will act as a vital connection between clients and our veterinary team, ensuring seamless communication and support. Key duties include:

• Checking in all appointments and ER arrivals with accuracy and efficiency.
• Ensuring all client and patient information is correctly entered and up to date.
• Communicating effectively with veterinary technicians, doctors, and fellow team members to facilitate smooth hospital workflow.
• Presenting treatment plans with confidence and assisting in financial discussions.
• Monitoring client wait times and providing timely updates regarding pet status.
• Explaining the triage process to clients and managing expectations for emergency visits.
• Accurately quoting exam fees and payment options based on hospital policies.
• Handling medical records requests, including faxing and emailing referral records.
• Providing accurate directions to the hospital for clients traveling from different areas.
• Identifying potential contagious cases and implementing appropriate protocols to minimize exposure.
• Processing euthanasia requests with professionalism and compassion.
• Preparing and processing all client paperwork for scheduled and emergency cases.
• Ensuring accurate processing of financial transactions, including deposits, payments, and refunds.
• Utilizing SmartFlow & EzyVet software to manage records, scheduling, and invoicing.
• Scanning, renaming, and attaching client documents into SmartFlow & EzyVet.
• Assisting clients with CareCredit applications and payment processing.
• Calling in prescriptions as directed by a veterinarian and ensuring proper documentation.
• Filing and organizing signed client and financial documents.
• Following up with clients regarding pet ashes and coordinating pick-up.
• Using the intercom system to transfer calls and direct inquiries appropriately.
• Handling incoming records, lab work, and radiographs for upcoming appointments and following up as needed.
• Ensuring radiographs are sent to the radiologist for review as required.
• Adhering to hospital policies as outlined in the Employee Handbook.

Additional Responsibilities

These responsibilities are performed as needed or directed:

• Preparing and sending sympathy cards to grieving pet owners.
• Maintaining a clean and organized front office, Client Services area, and exam rooms.
• Stocking and cleaning the coffee bar for client use.
• Ensuring Client Services area walls, floors, chairs, and rugs remain clean and clutter-free.
• Disinfecting and restocking exam rooms according to hospital protocols.
• Maintaining hospital bathrooms in a clean and stocked condition.
• Ensuring front-office printers are stocked and functioning.
• Following proper cleaning protocols for areas exposed to contagious animals.
• Keeping the hospital scale and mat clean and functional.
• Ensuring each exam room contains a sanitized thermometer.
• Following daily, swing, and weekly cleaning checklists.
• Monitoring office supply levels and notifying the appropriate personnel when restocking is needed.
• Other duties as assigned.

The Ideal Candidate:

We are looking for someone who:

• Excels in interpersonal communication and thrives in a team-oriented environment.
• Is empathetic and capable of handling sensitive situations with professionalism.
• Demonstrates the ability to multi-task in a busy, fast-paced setting.
• Has at least one year of customer service experience; veterinary office experience is a plus but not required.
• Is adaptable, open to learning, and eager to contribute.
• Can work weekends and holidays (with generous differentials and holiday pay).
• Takes full ownership of all job responsibilities, including administrative functions, skill requirements, and working conditions.

Willing to Train:

At SOVSC, we value potential and are willing to train the right candidate who demonstrates enthusiasm, a strong work ethic, and a willingness to learn. If you are missing some of the listed skills or qualifications but are eager to grow in this role, we encourage you to apply. We are committed to providing the training and support needed to help you succeed in this position.

Skills and Qualifications:

• Proficiency in veterinary software systems such as EzyVet and SmartFlow for managing scheduling, documentation, and invoicing is preferred but not required.
• Strong customer service skills, including greeting clients, assisting with medical services, and answering calls with care and empathy.
• Ability to communicate effectively with clients, veterinarians, and technicians, knowing when to escalate issues or involve other team members.
• The ability to maintain a clean and organized work environment by following cleaning protocols.

Education & Experience

• Minimum of one year of customer service experience required (veterinary or medical office experience preferred).
• Experience with financial transactions, cash handling, or payment processing is beneficial.
• A high school diploma or equivalent is required. Additional training or certification in customer service or veterinary assistance is a plus.

Benefits:

• Uniform Reimbursement
• Generous Shift Differentials for weekends and overnight shifts (up to $5.00/hour additional pay)
• Paid Time Off (PTO) and Sick Leave Accrual
• Significant Employee Pet Discount (up to 75% off services + free vaccines)
• 100% Tuition Reimbursement for Penn Foster Veterinary Technology program after one year of service
• 401(k) with Employer Match
• Comprehensive Medical, Dental, and Vision Insurance
• Disability and Life Insurance
• Ancillary Benefits and More!

Working and Physical Conditions

• Working conditions are normal for a veterinary hospital.
• The noise level is moderate to high and includes business machines, medical equipment and patient barking/howling.
• Work involves frequent lifting of patients and inventory up to 40 pounds.
• Work involves frequent squatting, bending, pushing and pulling.
• Equipment operations may require the use of personal protective equipment (PPE) to include but not limited to nitrile gloves.

Join Our Team:

This position is open to both internal and external applicants.

ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY

Southern Oregon Veterinary Specialty Center is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We comply with all federal, state, and local laws prohibiting discrimination and harassment.

Applicants with disabilities may request reasonable accommodation during the application process as needed. Please contact our Human Resources representative for assistance.

Your application will remain active for 90 days. If you are not selected within this time frame and wish to remain under consideration, you must submit a new application.

Thank you for considering a career with Southern Oregon Veterinary Specialty Center. We look forward to welcoming you to our compassionate and dedicated team!