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Reports To: CSR Lead, CSR Supervisor, Front Office Manager, and Hospital Directors

The Client Service Representative works under the supervision of the CSR Leads, Supervisor and Front Office Manager.

Overview of Job: Customer Services Representatives (CSRs) provide the first and last impression of each client’s visit to our hospital. CSRs are responsible for client care, communication and always providing excellent client service. CSRs perform clerical duties related to veterinary care and treatment, scheduling appointments, process invoices and payments, direct incoming phone calls, and miscellaneous duties as described below.

Duties and Responsibilities:

• Support a positive client experience by maintaining a professional, cheerful, and helpful attitude when interacting with clients.

• Answer incoming telephone calls using proper telephone etiquette as directed by the CSR Leads, Supervisor and Front Office Manager.

• Schedule appointments appropriately in EzyVet gathering as much information from the client prior to their appointment, including medical records from previous practice or rescue, and attach records appropriately to the client.

  • Consistently update client information changes in the system.

  • Accurately schedule appointments; with the time, reason, use of short hands.

  • Recognize and note any vaccinations due for the patient.

• Contact clients to confirm appointments, providing clients with any information or instructions they will need prior to their appointment. Contact clients that have not confirmed.

• Check in patients:

  • Welcome clients and patients to the hospital.

  • Verify all demographics are updated, Mark account with appropriate flag.

  • When clients are in the office, provide for client and patient comfort while in the reception area. Offer tea, coffee or water, and advise where the restrooms and vending machine are located.

  • Mark appropriate appointment status.

  • If an emergency, be sure to notify a technician so it can be properly triaged and treated quickly.

• Monitor schedule and keep clients informed of anticipated wait times.

• Exercise a technical knowledge of heartworm, flea, and parasite prevention products that are carried in the office.

• Understanding of an emergency vs non-emergent sick visit vs a wellness appointment.

• Show compassion and empathy through every step of a euthanasia appointment.

• Check out:

  • Understand the charges that are on the bill and be able to answer questions regarding charges.

    • If you need assistance with this discussion, contact the CSR Lead, Supervisor or Front Office Manager.

• Accept payments from clients.

  • Accurately accept and input payments of cash, check, credit card, Care Credit and Scratch Pay Loan payments into the client's account on EzyVet.

  • Understanding Scratch Pay, Veridi and Care Credit.

• Assist team members in keeping the hospital clean and odor-free.

• Complete CSR daily task sheet

  • All team members should be completing this together daily.

• Maintaining and supporting a positive workplace experience for all.

  • No gossiping, bullying or discrimination to or about other employees and/or clients.

Minimum Requirements:

• Education: High School Diploma

• Strong Client Service Background

• Veterinary experience preferred

Required Skills and Abilities:

• Ability to multitask.

• Demonstrate knowledge of general office practices and procedures, receptionist, and telephone techniques.

• Perform clerical work with speed and accuracy, use a multiple line telephone system.

• Handle cash and other forms of payment.

• Learn basic veterinary terminology.

• Communicate in a clear, concise, understandable manner with other CSR’s, technicians, doctors, leads and practice managers.

• Basic computer skills, including ability to learn veterinary management software.

• Sitting and standing for long periods of time.

• The schedule for this position will be based on the needs of the business.

  • Full-Time employment is defined as hours worked 30 and above.

Work Environment:

• Hospital Setting

• Exposure to zoonotic disease

• Exposure to potential caustics agents, medical grade radiation and cleaning products

• Loud noise