What are the responsibilities and job description for the Customer Service Representative - Andover Animal Hospital position at Lakefield Veterinary Group?
POSITION SUMMARY:
The Customer Service Representative (CSR) actively recruits new clients
and promotes hospital services. Schedules client visits and drives the flow of clients and pets
through the hospital to aid the productivity of the veterinary medical team. Ensures good
communication with the clients, and coordinates the care of the pets, influencing clients to return
and refer their friends and families.
WHAT YOU'LL DO (Essential Functions):
- Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,
- Maintain knowledge of the services the hospital provides and utilizes the information to
- Welcome clients and pets, ensuring that they are comfortable in the hospital, and
- Assist incoming clients. Document and enter the pet's history, requested services, and
- Direct the flow of clients and pets to ensure superior client care and maximum productivity
- Answer basic questions from clients on the phone and in person, act as an initial triage to
needed
- Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
- Assist outgoing clients by providing all necessary instructions, information, and invoices
- Dispense prescription items per the Veterinarian's instructions and sells retail products
- Responsible for cash management including accepting payments for products and
- Respond to customer complaints in a professional, courteous manner and act satisfactorily
- Support a practice environment that promotes collaboration and teamwork to ensure the
- Comply with all practice policies, quality assurance guidelines, and minimum standards of
- Perform other duties and projects as requested
WHAT WE'RE LOOKING FOR (Essential Qualifications):
Education:
- High School Diploma or GED required
Experience:
- 1 years experience in retail sales or customer service preferred
- Experience in a medical facility desired
- Ability to provide effective customer service principles
- Basic knowledge of medical terminology
- Basic proficiency with a variety of computer programs including Microsoft Office Suite
- Basic written, verbal, and active listening communication skills
- Strong customer relations and interpersonal skills
- Exercises tact and diplomacy in dealing with sensitive issues and situations
- Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
- Strong organizational and time management skills
- Effectively and quickly responds to requests in a proactive manner
- Strong attention to detail and high level of accuracy
PHYSICAL DEMANDS:
While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be
exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is
exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with
assistance. Must be able to work flexible hours including evenings and weekends.
SUPERVISORY RESPONSIBILITIES: None
ABOUT LAKEFIELD VETERINARY GROUP
We believe exceptional veterinary care starts with exceptional people.
We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive.
As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care.
Our Values
Our culture is built on five core values that guide how we work and serve:
- Respect
- Learning
- Do the Right Thing
- Wow Service
- Fun
If these resonate with you, you'll fit right in.
Equal Employment Opportunity
Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.