The role of the Client Service Representative (CSR) is to strengthen the human-animal-veterinary bond through exceptional care. Your role is vital to the success of our hospital as you are the first and last contact the client has with us whether it is in person or on the phone. As a representative of our clinic, it is your primary job to ensure that the client and their pet feel welcomed, expertly cared for, and immensely appreciated.

Responsibilities

As a CSR your job involves aspects of client care, administrative duties, hospital cleanliness, and animal care. Duties involved in each of these areas include but are not limited to:

Client Care

• Greet clients immediately and assist them with anything they need
• Whenever possible come out from “behind the desk” to greet the client and their pet
• Have thorough knowledge of hospital policies, the steps involved in common procedures, and a sound knowledge base of retail products and dietary food items in the clinic
• Understand proper telephone etiquette to manage client inquires, schedule and confirm appointments, and complete patient recalls in a timely manner
• Able to appropriately direct client concerns and ensure that all questions have been or will be answered in a timely manner and to the client’s satisfaction
• Always ensure client/patient confidentiality
• Deal with upset or difficult clients in a tactful and respectful manner
• Oversee administrative tasks surrounding end of life including having euthanasia consent forms signed, preparing sympathy cards, etc.
• Always represent the clinic in an enthusiastic and positive light

Administrative Duties

• Perform daily monetary transactions (checking clients once an approved invoice is complete, taking advance deposits for surgeries/procedures, as well as payment for account balances, etc.)
• Input client and patient data for new pets and/or new owners
• Communicate via email and/or fax
• Prepare and maintain patient and client records and all the documents contained within such as certificates, consent forms, insurance forms, dog registration, etc.
• Other administrative duties as requested

Hospital Cleanliness

• Ensure the reception area is free from debris, clutter, hazards, and odor always
• Ensure exam rooms are sanitized after each usage and appropriate protective material placed on exam tables, as needed.
• Stock client information brochures and other literature
• Other cleaning duties as requested

Animal Care

• Greet all pets appropriately and by name
• Retrieve pertinent client/pet information upon arrival
• Direct clients and pets to appropriate area and control traffic
• Assess patients upon arrival and alert a veterinarian or technician if an animal or owner is in distress
• Understand proper isolation protocols for animals with suspected contagious conditions (i.e., kennel cough/ fleas, etc.)
• Ensure proper handling and distribution (passing to vet technician or vet tech assistants) of patient specimen samples brought into the clinic for analysis

General

• The Client Services Representative effectively communicates with all team members
• Has a good grasp on how to access/utilize commonly used tools for communication such as the computer, phone, email, fax, etc.
• Follows all protocols put in place for a safe, environmentally friendly workplace
• Understands the principles of proper medical record keeping and upholds the necessary standard
• Deals tactfully and respectfully with all demanding situations that arise
• Always maintains patient confidentiality
• Contributes positively to the hospital environment
• Shows respect, empathy, and kindness to all clients, patients, and co-workers
• Is always an advocate for the animal.
• Other duties and responsibilities may be added from time to time.

Requirements

• Previous veterinary experience strongly preferred
• Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma

Job Types: Full-time, Part-time

Pay: $31,200.00 - $39,520.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 4x10
• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• White Plains, NY 10607: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Veterinary experience: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: One location