Customer Service Representative

AmeriVet • Canton, IL

10d • Onsite

About The Position

The Customer Service Representative (CSR) plays a crucial role in the daily operations of Oakdale Veterinary Center. This position is the first point of contact for clients, responsible for greeting them warmly, managing appointments, handling financial transactions, and ensuring a smooth flow of operations. The CSR must provide courteous, compassionate, and professional service, answer client questions, communicate clinic policies, and maintain a calm demeanor in all situations. They are also responsible for accurate record-keeping, efficient scheduling, and effective communication with both clients and the veterinary team. Teamwork, a positive attitude, and adherence to clinic procedures are essential for success in this role.

Requirements

• High school diploma or equivalent.
• 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 customer service, reception, veterinary, medical, or animal-care experience preferred.
• 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.
• Treat clients and coworkers with professionalism and respect.
• Maintain a positive and approachable attitude.
• Listen carefully before responding to client concerns.
• Avoid arguing with or speaking disrespectfully to clients or coworkers.
• Recognize when a situation should be escalated to the Practice Manager or another member of management.
• Maintain appropriate boundaries with clients while still providing compassionate service.
• Present a professional image of Oakdale Veterinary Center at all times.

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