What are the responsibilities and job description for the Customer Service Representative position at Lakefield Veterinary Group?
Position Summary
The Customer Service Representative (CSR) actively recruits new
clients and promotes hospital services. They schedule client visits and drive 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)
staff as needed
WHAT WE’RE LOOKING FOR (Essential Qualifications):
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. Must be
able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful
with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to
work flexible hours including evenings and weekends.
About Mt. Scott Animal Clinic
We believe exceptional veterinary care starts with exceptional people. We are committed to helping every team member in their career journey by supporting education and advancement goals.
As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. We are actively working on our Fear Free clinic certification, and strive for an environment in which everyone- pets, clients, and staff- feel safe and stress-free.
Our Values
Our culture is built on five core values that guide how we work and serve:
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.
The Customer Service Representative (CSR) actively recruits new
clients and promotes hospital services. They schedule client visits and drive 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,
- Assist incoming clients. Document and enter the pet’s history, service data, and other
- Answer complex questions from clients on the phone and in person, acting as an initial
staff as needed
- Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
- Assist outgoing clients by providing all necessary instructions, information, and invoices
- Responsible for cash management including accepting payments for products and
- Respond to customer complaints in a professional, courteous manner and acts to
- Assist the hospital leadership with administrative duties as needed, including but not
- Support a practice environment that promotes collaboration and teamwork and 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):
- High School Diploma or GED required
- 3 years in a customer-service role
- Strong knowledge of effective customer service principles
- Strong knowledge of medical terminology
- Advanced proficiency with Microsoft Office Suite
- Advanced written, verbal, and active listening communication skills
- Excellent customer relations and interpersonal skills
- Effective conflict resolution skills with experience in defusing stressful situations
- Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
- Effectively and quickly respond to requests in a proactive manner
- Excellent attention to detail and high level of accuracy
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. Must be
able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful
with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to
work flexible hours including evenings and weekends.
About Mt. Scott Animal Clinic
We believe exceptional veterinary care starts with exceptional people. We are committed to helping every team member in their career journey by supporting education and advancement goals.
As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. We are actively working on our Fear Free clinic certification, and strive for an environment in which everyone- pets, clients, and staff- feel safe and stress-free.
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
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.