Customer Service Representative

CSR Job Description

Position Overview

The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) is the first impression in our clinic! Besides greeting clients warmly, they answer the phone, differentiate between routine and emergency cases, schedule appointments, admit and check out patients, process payments, manage financial information, and communicate information between clients and staff.

The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations.

Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized. Must be able to withstand unpleasant odors and noises.

May be exposed to bites, scratches, animal waste, and contagious diseases.

Reporting Structure

Directly reports to the Practice Manager. Periodically receives directions from the Practice Manager and veterinarians.

Primary Responsibilities

Telephone Communication

• Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

• Follows established clinic guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding clinic services, fees, and animal care and treatment in accordance with clinic policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active-listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about clinic policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
• Communicates with clients as needed regarding invoices and the medical status of their pets.
• Makes calls to clients on a timely basis from a call-back list.
• Provides clients with any information or instructions they will need prior to their appointments.
• Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.

Appointment Scheduling

• Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
• Schedules appointments in accordance with established clinic guidelines, allocating the appropriate amount of time (10, 20, or 30 minutes) according to the type of visit. Maintains “E slots” for emergencies and helps keep the practice on schedule.
• Inquires as to which veterinarian the client wishes to see when scheduling an appointment. If no preference is expressed, schedules as appropriate and gives the name of the veterinarian to the client. Schedules follow-up visits with the appropriate veterinarian.
• Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.

Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Performs a backup of the computer system on a regular basis, as directed.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.

Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Performs a backup of the computer system on a regular basis, as directed.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.

Patient Discharge

• Enters any necessary charges into the computer and double-checks entries to ensure accuracy and completion. Enters recall reminder codes into the computer as indicated.
• Ensures that future reminders are set up in the computer system for the patient.
• Presents clients with medications, instructions, new client kits, and any other items to take home.
• Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
• Schedules discharge and follow-up appointments.

Cash Handling

• Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
• Establishes credit in accordance with clinic policies and Practice Manager’s authorization.

Facility Maintenance

• Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Restocks and arranges retail and point-of-purchase displays.
• Maintains and replenishes refreshment area.Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.

Personal Conduct

• Serves as a representative of the clinic, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows clinic policies for reporting lateness or absences.
• Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Requirements

• HS Diploma or educational equivalent.
• Knowledge of general office practices and procedures, Client Service Representative (receptionist) duties, and telephone techniques.
• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills.
• A commitment to outstanding client service.
• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
• Ability to stay on task and work energetically for the entire shift, sometimes exceeding 10 hours per day.
• Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
• Preferred: Ability to type 45 words per minute and use a 10-key adding machine.
• Preferred: At least one year of recent experience in an office or medical environment, with increasing responsibilities.

At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here’s what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.

• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.

• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.

• Generous paid time off and holidays, because your personal time matters.

• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees. 

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.