Customer Service Representative

AmeriVet•El Paso, TX

15d

About The Position

The Client Service Representative (CSR) is the first and last point of contact for clients and plays a vital role in delivering an exceptional client experience. The CSR manages appointments, answers calls, processes patient information, and supports clear communication between clients and the medical team. Using technology and practice systems, the CSR helps streamline processes, improve access to care, and create a welcoming environment for pets and their owners. The role also supports practice operations by maintaining accurate records, processing payments, sharing post-visit instructions, and helping keep the reception area organized. AmeriVet describes a people-focused workplace with resources and opportunities for team members’ development and career growth. Benefits listed apply to full-time employees.

Requirements

High school diploma or equivalent work experience.
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 manage multiple tasks efficiently during busy periods.
Ability to work in a fast-paced, dynamic environment.
Ability to occasionally lift up to 40 pounds independently; physical tasks may be required.

Responsibilities

Answer calls and emails promptly with professional, friendly service.
Schedule appointments according to client needs and veterinarian availability, including forward booking.
Use technology to send appointment reminders, confirmations, and follow-up messages.
Make outbound calls to re-engage lapsed clients and encourage appointment scheduling.
Greet clients warmly and support a positive experience throughout their visit.
Use active listening to gather medical information and triage inquiries, directing complex questions to the medical team.
Respond empathetically and professionally to upset or emotional clients.
Promote current promotions, services, campaigns, and initiatives.
Accurately update client and patient records in the practice management system.
Process billing transactions, including credit card and digital payments, financing options, and insurance claims.
Maintain organized records of client communications and appointments.
Provide clients with accurate post-visit instructions, including medication schedules and follow-up care.
Help maintain a clean, organized reception area and assist with daily practice operations as needed.
Inform clients about available services, preventive care options, online appointment booking, and the online pet-products store.

Benefits

Tailored development programs, mentorship, and career pathing.
Competitive pay.
Performance bonuses.
401(k) matching.
Student loan assistance.
Health insurance.
Dental insurance.
Vision insurance.
Life insurance.
Mental health resources.
Paid time off.
Paid holidays.
Supportive, collaborative environment where everyone feels a sense of belonging.