Customer Service Representative/Veterinary Assistant

Lakefield Veterinary Group•Graham, WA

1d•$20 - $25

About The Position

The Customer Service Representative (CSR) recruits new clients and promotes hospital services. This role schedules client visits and coordinates the flow of clients and pets through the hospital to support the veterinary medical team’s productivity. It ensures effective communication with clients and coordinates pet care to encourage client retention and referrals. The position also includes working as a Veterinary Assistant (VA) some of the time, handling patients directly and assisting the medical team as needed. The role welcomes clients and pets, provides information about preventative care and pet health, records pet histories and requested services in practice management software, answers basic client questions, and helps direct patients to appropriate veterinary staff. It manages appointments and follow-up exams, provides discharge instructions and invoices, dispenses prescription items per veterinarian instructions, sells retail products, handles payments and daily cash-drawer reconciliation, and responds to complaints professionally. The team member supports collaborative, compassionate, effective care and complies with practice policies and quality standards. The position requires frequent computer use, walking and standing for extended periods, and the ability to work flexible hours including evenings and weekends. The work may involve exposure to sanitation chemicals, pet dander and excretions, and low to moderate noise.

Requirements

High school diploma or GED.
Ability to provide effective customer service.
Basic knowledge of medical terminology.
Basic proficiency with computer programs, including Microsoft Office Suite.
Basic written, verbal, and active-listening communication skills.
Strong customer relations and interpersonal skills.
Tact and diplomacy when handling sensitive issues and situations.
Ability to prioritize work and manage multiple tasks with frequent interruptions.
Strong organizational and time-management skills.
Ability to respond to requests quickly and proactively.
Strong attention to detail and accuracy.
Ability to work flexible hours, including evenings and weekends.
Ability to lift up to 30 pounds unassisted and 50 pounds with assistance.

Nice To Haves

At least 1 year of experience in retail sales or customer service.
Experience in a medical facility.

Responsibilities

Foster a culture built on Respect, Learning, Do the Right Thing, WOW Service, and Fun.
Maintain knowledge of hospital services and promote services and products to existing and prospective customers.
Welcome clients and pets, help them feel comfortable, and educate clients about preventative care and pet health needs.
Assist incoming clients and enter pet histories, requested services, and other pertinent information into practice management software.
Direct the flow of clients and pets to support quality client care and veterinary team productivity.
Answer basic questions in person and by phone, initially assess patient service needs, and refer patients to appropriate veterinary staff as needed.
Schedule appointments and follow-up exams, coordinating with veterinarians and veterinary staff as needed.
Assist outgoing clients by providing necessary instructions, information, and invoices.
Dispense prescription items according to veterinarian instructions and sell retail products.
Accept payments for products and services and perform daily cash-drawer reconciliation.
Respond professionally and courteously to customer complaints and work to resolve them satisfactorily.
Support collaboration and teamwork in delivering quality, compassionate, effective, and efficient pet health care.
Comply with practice policies, quality assurance guidelines, and minimum standards of care.
Perform other duties and projects as requested.
Work as a Veterinary Assistant some of the time, handling patients and assisting the medical team as needed.