Dublin Animal Hospital - Customer Service Representative

The Veterinary Lead CSR/Receptionist plays a key role in ensuring an exceptional client experience by overseeing the front desk team, managing client communications, and maintaining smooth daily operations. This position requires strong leadership, customer service skills, and a passion for helping pets and their owners.

Key Responsibilities:

Client Service & Communication:

• Greet clients and pets with warmth and professionalism.
• Schedule appointments efficiently and manage appointment flow.
• Handle client inquiries via phone, email, and in-person.
• Provide accurate information on services, policies, and pricing.
• Assist clients with check-in, check-out, and payment processing.
• Address and resolve client concerns with empathy and professionalism.

Leadership & Team Coordination:

• Train, mentor, and support the CSR/reception team.
• Delegate tasks effectively and ensure coverage during busy hours.
• Monitor front desk performance and provide feedback to improve efficiency.
• Assist in creating and enforcing customer service protocols.

Administrative Duties:

• Maintain and update client records in the practice management system.
• Process payments, invoices, and financial transactions accurately.
• Ensure compliance with hospital policies and veterinary regulations.
• Organize and manage inventory of front desk supplies.

Collaboration & Hospital Support:

• Work closely with veterinarians, technicians, and management to ensure smooth clinic operations.
• Communicate important client and patient information to the medical team.
• Assist with patient admissions, discharges, and follow-up calls.

Qualifications & Skills:

• Strong leadership and team coordination skills.
• Excellent verbal and written communication abilities.
• Proficiency in veterinary practice management software (e.g., Cornerstone, Avimark, ezyVet).
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Compassionate, patient, and professional demeanor.

Preferred Qualifications:

• Previous experience as a lead or senior CSR in a veterinary or medical setting.
• Knowledge of veterinary terminology and procedures.
• Experience handling customer complaints and conflict resolution.

Work Schedule & Compensation:

• Full-time position with rotating shifts, including weekends as needed.
• Competitive salary based on experience.
• Benefits may include healthcare, paid time off, CE opportunities, and employee pet care discounts.