Customer Service Representative

Essential Responsibilities

Client Service

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  Greet clients and their pets warmly and professionally upon arrival.

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  Provide courteous, compassionate, and respectful service to every client.

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  Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.

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  Communicate clinic policies, procedures, fees, and recommendations accurately.

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  Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.

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  Protect client confidentiality and handle sensitive information appropriately.

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  Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.

Telephone & Communication

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  Answer incoming telephone calls promptly and professionally.

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  Schedule appointments according to clinic protocols and available appointment types.

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  Accurately document telephone messages and ensure they are directed to the appropriate team member.

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  Return or assist with client calls as assigned.

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  Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.

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  Monitor other forms of client communication, including electronic messages, as assigned.

Appointment & Patient Flow

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  Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.

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  Check clients and patients in and out accurately.

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  Obtain and verify current client and patient information.

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  Assist with maintaining an organized and efficient lobby and reception area.

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  Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.

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  Help maintain appropriate patient flow during busy periods.

Payments & Financial Responsibilities

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  Accurately process payments using approved payment methods.

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  Provide clients with invoices and explain charges when appropriate.

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  Handle cash, credit/debit card transactions, and other approved forms of payment accurately.

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  Process financing or payment-plan options according to clinic procedures.

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  Maintain accuracy when handling money and client accounts.

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  Address billing questions professionally and involve management when necessary.

Medical Records & Administrative Duties

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  Maintain accurate client and patient information in the practice management system.

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  Enter information accurately and completely.

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  Assist with updating client contact information, vaccination records, and other administrative information.

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  Process prescription and food refill requests according to clinic procedures.

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  Assist with medical record requests and other administrative tasks.

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  Maintain organized documentation and follow established clinic procedures.

Teamwork & Clinic Operations

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  Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.

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  Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.

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  Assist other areas of the clinic when needed and when appropriate to the position.

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  Maintain a clean, organized, and professional reception area.

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  Follow opening, closing, cleaning, and other assigned front-desk procedures.

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  Participate in staff meetings, training, and continuing education as required.

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  Follow all Oakdale Veterinary Center policies and procedures.

Client Service Expectations

Every CSR is expected to:

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  Treat clients and coworkers with professionalism and respect.

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  Maintain a positive and approachable attitude.

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  Listen carefully before responding to client concerns.

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  Avoid arguing with or speaking disrespectfully to clients or coworkers.

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  Recognize when a situation should be escalated to the Practice Manager or another member of management.

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  Maintain appropriate boundaries with clients while still providing compassionate service.

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  Present a professional image of Oakdale Veterinary Center at all times.

Qualifications

Required

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  High school diploma or equivalent.

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  Previous customer service, reception, veterinary, medical, or animal-care experience preferred.

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  Strong verbal and written communication skills.

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  Ability to multitask and prioritize in a fast-paced environment.

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  Strong attention to detail and organizational skills.

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  Comfortable working with computers and learning veterinary practice-management software.

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  Ability to handle financial transactions accurately.

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  Ability to work effectively as part of a team.

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  Dependable attendance and punctuality.

Preferred

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  Previous veterinary hospital or animal-care experience.

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  Familiarity with veterinary terminology.

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  Experience with veterinary practice-management software.

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  Experience handling difficult or emotional client interactions.

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  Knowledge of basic veterinary services, preventive care, and common client questions.

Physical & Work Environment

This position is performed in a busy veterinary hospital environment and may require:

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  Standing and walking for extended periods.

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  Sitting at a reception desk for portions of the workday.

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  Bending, reaching, and lifting as needed for routine clinic duties.

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  Occasional interaction with dogs, cats, and other animals.

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  Working around animal noise, odors, cleaning products, and medical equipment.

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  Remaining calm and professional during periods of high client volume or increased clinic activity.

Performance Expectations

Success in this position is demonstrated through:

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  Consistently professional and compassionate client interactions.

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  Accurate scheduling, payments, records, and communication.

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  Effective teamwork between the front desk and medical team.

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  Reliable attendance and punctuality.

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  Ability to remain organized and productive during busy periods.

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  Appropriate handling and escalation of client concerns.

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  Following Oakdale Veterinary Center procedures and expectations.

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  Contributing to a positive, respectful, and team-oriented workplace.

Team Culture

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  Must be able to work hard, laugh often, and have fun with the team. Veterinary medicine can be stressful, so we value people who can keep a positive attitude, enjoy a good laugh, and contribute to a workplace where everyone genuinely enjoys coming to work.

Equal Opportunity

Oakdale Veterinary Center is committed to maintaining a professional workplace where employees are treated with respect and where clients receive consistent, compassionate care.

Compensation & Benefits

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  Starting Pay: $16.00 per hour
• Health Insurance: Health insurance benefits are available to eligible employees.
• Paid Holidays: Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy.
• 401(k): Eligible employees have access to the company 401(k) and retirement savings plan.
• Employee Pet Benefits: Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies.

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.