Call Center, Customer Service Representative

Community Veterinary Partners•Milford Township, PA

About The Position

The Call Center Customer Service Representative is responsible for delivering exceptional customer service while managing a high volume of inbound and outbound calls. The CSR supports clients by scheduling appointments, answering general inquiries, triaging concerns, and ensuring a smooth communication flow between clients and the veterinary team. Essential Duties & Responsibilities Answer incoming calls in a professional, courteous, and timely manner Schedule, confirm, and modify appointments accurately using practice management software Provide general information regarding services, hours, policies, and basic pet care guidance (non-medical advice) Follow up with clients regarding appointments, reminders, discharges, and general inquiries Keep accurate medical records in accordance with hospital policy Provide compassionate care to patients and clients: able to conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks Manage multiple communication channels, including phone, email, and online requests Maintain positive, cooperative relationships with other employees Maintain a professional appearance De-escalate client concerns with empathy and professionalism Handle incoming and outgoing mail Respond to incoming emails Perform other duties as deemed necessary

Requirements

Strong problem solving skills and the ability to multi-task
Good time management and attention to detail
Strong customer service skills
Strong written and oral communication and comprehension skills
Relationship building, collaboration and teamwork
Writing, typing, and verbal skills
Flexible work attitude and work habits
Passion towards animal care
Reliability and punctuality

Responsibilities

Answer incoming calls in a professional, courteous, and timely manner
Schedule, confirm, and modify appointments accurately using practice management software
Provide general information regarding services, hours, policies, and basic pet care guidance (non-medical advice)
Follow up with clients regarding appointments, reminders, discharges, and general inquiries
Keep accurate medical records in accordance with hospital policy
Provide compassionate care to patients and clients: able to conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks
Manage multiple communication channels, including phone, email, and online requests
Maintain positive, cooperative relationships with other employees
Maintain a professional appearance
De-escalate client concerns with empathy and professionalism
Handle incoming and outgoing mail
Respond to incoming emails
Perform other duties as deemed necessary