Customer Service Representative

AmeriVet•Tyler, TX

20d•Onsite

About The Position

As the first and last point of contact for our clients, the Client Service Representative (CSR) plays a vital role in delivering exceptional service at Tyler Veterinary Center. You'll be responsible for managing appointments, answering calls, processing patient information, and ensuring seamless communication between clients and our medical team. Through our tech systems, you’ll help streamline processes, enhance client access to care, and create a welcoming environment for both pets and their owners.

Requirements

High school diploma or equivalent required
Excellent communication skills and a strong desire to provide compassionate, client-focused service
Prior customer service experience, preferably in a veterinary or medical setting
Basic proficiency with technology, including scheduling software and online communication platforms
Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.
Ability to lift up to 40 pounds independently

Responsibilities

Answer calls and emails promptly with professional, friendly service
Schedule appointments based on client needs and veterinarian availability
Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track
Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments
Greet clients warmly and ensure a positive experience throughout their visit
Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team
Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor
Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives
Update client and patient records in our practice management system with accuracy and efficiency
Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims
Maintain organized records of client communications and appointments to streamline operations
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 the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store