Customer Service Representative

AmeriVet • Canton, IL

7d • Onsite

About The Position

The Customer Service Representative (CSR) plays a crucial role in ensuring a positive and efficient experience for clients and their pets at Oakdale Veterinary Center. This position is the first point of contact for clients, responsible for greeting them warmly, managing appointments, handling communications, processing payments, and maintaining accurate records. The CSR must provide courteous, compassionate, and professional service, build strong client relationships, and work collaboratively with the veterinary team to ensure smooth clinic operations. Key responsibilities include managing the reception area, answering phones, scheduling appointments, processing financial transactions, and assisting with administrative duties. The role requires maintaining a calm demeanor in stressful situations, protecting client confidentiality, and upholding the clinic's policies and procedures. Success is measured by consistent professional interactions, accuracy in all tasks, effective teamwork, and a positive contribution to the workplace environment.

Requirements

• High school diploma or equivalent.
• Previous customer service, reception, veterinary, medical, or animal-care experience preferred.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable working with computers and learning veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Ability to work effectively as part of a team.
• Dependable attendance and punctuality.

Nice To Haves

• Previous veterinary hospital or animal-care experience.
• Familiarity with veterinary terminology.
• Experience with veterinary practice-management software.
• Experience handling difficult or emotional client interactions.
• Knowledge of basic veterinary services, preventive care, and common client questions.

Responsibilities

• Greet clients and their pets warmly and professionally upon arrival.
• Provide courteous, compassionate, and respectful service to every client.
• Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.
• Protect client confidentiality and handle sensitive information appropriately.
• Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.
• Answer incoming telephone calls promptly and professionally.
• Schedule appointments according to clinic protocols and available appointment types.
• Accurately document telephone messages and ensure they are directed to the appropriate team member.
• Return or assist with client calls as assigned.
• Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.
• Monitor other forms of client communication, including electronic messages, as assigned.
• Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.
• Check clients and patients in and out accurately.
• Obtain and verify current client and patient information.
• Assist with maintaining an organized and efficient lobby and reception area.
• Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.
• Help maintain appropriate patient flow during busy periods.
• Accurately process payments using approved payment methods.
• Provide clients with invoices and explain charges when appropriate.
• Handle cash, credit/debit card transactions, and other approved forms of payment accurately.
• Process financing or payment-plan options according to clinic procedures.
• Maintain accuracy when handling money and client accounts.
• Address billing questions professionally and involve management when necessary.
• Maintain accurate client and patient information in the practice management system.
• Enter information accurately and completely.
• Assist with updating client contact information, vaccination records, and other administrative information.
• Process prescription and food refill requests according to clinic procedures.
• Assist with medical record requests and other administrative tasks.
• Maintain organized documentation and follow established clinic procedures.
• Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.
• Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.
• Assist other areas of the clinic when needed and when appropriate to the position.
• Maintain a clean, organized, and professional reception area.
• Follow opening, closing, cleaning, and other assigned front-desk procedures.
• Participate in staff meetings, training, and continuing education as required.
• Follow all Oakdale Veterinary Center policies and procedures.

Benefits

• Health insurance benefits are available to eligible employees.
• Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy.
• Eligible employees have access to the company 401(k) and retirement savings plan.
• Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies.
• Tailored development programs, mentorship, and career pathing.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance.
• Health, dental, vision, life insurance, and mental health resources.
• Generous paid time off and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED