Customer Service Representative

AmeriVet•Edina, MN

18d•Onsite

About The Position

This role is responsible for managing client communication, scheduling appointments, handling client relations, processing billing, and supporting the medical team and practice operations. The representative will be the first point of contact for clients, ensuring a positive experience and providing essential information regarding pet care and practice services.

Requirements

High school diploma or equivalent work experience required.
Excellent communication skills and a strong desire to provide compassionate, client-focused service.
Prior customer service experience, preferably in a veterinary or healthcare 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.

Responsibilities

Answer calls and emails promptly with professional, friendly service.
Schedule appointments based on client needs and veterinarian availability, including forward booking.
Use technology to send appointment reminders, confirmations, and follow-up messages.
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.