Customer Service Representative

POSITION REQUIREMENTS

Educational

·         High school diploma or equivalent

·         Strong working knowledge of Microsoft Office Suite, Google Documents/ Sheets

Experience

·         Minimum of 3 years of experience in customer service

·         Significant experience with basic office functions in a busy environment

·         Prior experience in animal related industry is preferred but not required

Personal

·         Flexibility in schedule and ability to cover other CSR’s shifts

·         Quickly learn how to pronounce, define and spell commonly used veterinary terminology

·         Perform basic computer skills

·         Ability to lift 30lbs

·         Ability to sit for long periods of time

·         Ability to stand for long periods of time

·         Ability to tolerate noise and odor

As an employee in a veterinary office we often deal with barking dogs, crying cats and noxious odors, chemical or otherwise.

Reasoning Ability

·         Ability to apply common sense understanding to carry out instructions furnished in written or oral. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use initiative to effectively deal with variable situations in the reception area; employees or clients. Must be a solution seeker.

Mathematical Skills

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to reconcile the cash drawer to software reports.

ESSENTIAL FUNCTIONS

Veterinary knowledge

·         Can answer client’s inquiries about services we provide, and the expense involved

·         Can educate clients on medically documented discharge instructions.

·         Ability to recognize critical cases

Cash handling and payments

·         Able to accurately explain payment policy and accepted forms of payment

·         Able to accurately explain and collect deposits

Hospitality

·         Ability to bond with clients and patients

·         Ability to maintain a positive environment for our clients

Schedule Management

·         Ability to logically schedule appointments

·         Ability to recognize gaps in the schedule and address them with management accordingly

·         Ability to schedule same day urgent care to avoid bottle necking.

Computer knowledge

·         Proficient in using veterinary-specific medical record platforms for entering notes, updating patient histories, and processing medications.

·         Comfortable navigating online scheduling systems to book, adjust, apply deposits and confirm appointments.

·         Able to communicate effectively through clinic texting platforms to engage with clients and provide timely updates.

·         Capable of learning and adapting to new software and technology tools used in a veterinary setting.

·         Responsible for making client compliance calls to follow up on treatment plans, medication refills, and recommended services.

Telephone skills

·         Receives and relays telephone, text and email messages accurately and promptly

·         Answers phones promptly and in a professional and friendly manner

Personal conduct

·         Can maintain positive, cooperative relationships with other employees

·         Gives respect to coworkers even when busy or hectic

·         Report any personnel issues to Client Service Lead

Client communications

·         Can conduct oneself in a confident and professional manner

·         Can turn future clients (price shoppers) into clients through relationship building and bonding

·         Ability to explain Authorization Forms

Facility maintenance

·         Ability to maintain a clean and organized front desk and waiting area at all times

·         Is always concerned with practice appearance and promptly tends to any areas of concern

·         Ensure compliance for daily, weekly, and monthly to-do lists for receptionists

Medical record management

·         Can accurately verify client and patient chart information

·         Oversees medical records to ensure completeness and corrects any mistakes

·         Ability to explain Urgent care/Critical Care Authorization

Time management

·         Understands what task must be prioritized and can multitask

·         Refrains from excessive conversation that distracts from the task at hand

·         Create and maintain front desk manual

    Other

·         Attend all hospital meetings

·         Assist in training of team members.

·         Support the training of new hires and assist the lead with onboarding and skill development

·         Performs other duties as assigned by the Practice Manager, Lead Technician or Doctor’s

·         This is not an all-inclusive list, but rather an overview

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.