Customer Service Representative

AmeriVet•San Diego, CA

19d•$20 - $21•Onsite

About The Position

Mission Valley Pet Clinic is seeking a Customer Service Representative to join their team. This role is crucial in ensuring a positive experience for clients and their pets, from initial contact through checkout. The representative will handle client communications, schedule appointments, manage patient information, process payments, and support the medical team. The clinic emphasizes a collaborative, supportive environment with opportunities for growth and development, aiming to provide outstanding veterinary care and client satisfaction.

Requirements

High school diploma or equivalent required.
Prior customer service experience required.
Excellent verbal and written communication skills with a strong commitment to delivering compassionate, client-centered service.
Proficiency with computers, scheduling software, payment processing systems, and digital communication platforms.
Strong organizational skills with the ability to prioritize tasks and thrive in a fast-paced environment.
Exceptional attention to detail and accuracy when handling client and patient records.
Ability to lift and carry up to 40 pounds independently.

Nice To Haves

Veterinary, medical, or healthcare experience preferred.

Responsibilities

Answer incoming calls, emails, and client inquiries promptly with professionalism, warmth, and compassion.
Schedule appointments based on client needs and veterinarian availability.
Utilize technology to send appointment reminders, confirmations, and follow-up communications to keep clients informed and support continuity of care.
Conduct outbound calls to re-engage inactive clients and encourage appointment scheduling.
Greet clients and patients warmly, ensuring a positive experience from check-in through checkout.
Use active listening skills to gather essential patient and medical information and appropriately triage client concerns.
Demonstrate empathy and professionalism in all interactions, particularly when assisting distressed or emotional clients.
Promote practice services, wellness programs, special offers, and community initiatives to help clients make informed healthcare decisions for their pets.
Maintain accurate and up-to-date client and patient records within the practice management system.
Process billing transactions, including credit card payments, digital payments, financing applications, and pet insurance claims.
Document client communications and appointment details thoroughly to support efficient practice operations and continuity of care.
Support daily hospital operations and maintain a clean, organized, and welcoming reception area.
Educate clients about available services, preventive healthcare options, online appointment scheduling, and the practice's online pharmacy.
Collaborate effectively with veterinarians and support staff to ensure exceptional patient care and client satisfaction.