Customer Service Representative II

Customer Service Representative (CSR) - Job Description

Reports To: Hospital Manager

• Compensation
  • Base hourly rate of $16-$20
  • Medical, Vision, Dental insurance
  • 401(k)
  • Health Savings Account
  • Paid time off
  • Employee discounts
  • Allowances

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for clients and is responsible for providing exceptional client service both in person and over the phone. This role supports the veterinary team by scheduling appointments, processing payments, managing medical records, and ensuring a positive client experience throughout their visit. CSRs are also accountable for maintaining front desk standards that create a welcoming, efficient, and professional atmosphere for clients and patients.

Essential Duties & Responsibilities

·• Greet clients warmly upon arrival and ensure a welcoming atmosphere.

·• Answer phones promptly and professionally, introducing yourself by first name.

·• Schedule appointments strategically to optimize doctor and staff efficiency.

·• Educate clients on hospital services, wellness plans, and preventive care.

·• Accurately check in patients and verify client/pet information.

·• Process invoices, payments, and maintain accurate financial records.

·• Maintain confidentiality of client and patient records.

·• Assist with medication refills, food orders, and prescription requests under DVM guidance.

·• Communicate clearly and empathetically with clients regarding patient status, wait times, and follow-up instructions.

·• Support the veterinary team by coordinating workflow between front desk and treatment areas.

·• Assist in maintaining cleanliness and organization of the reception area.

Front Desk – Customer Experience Expectations

Our goal: Every client should feel welcomed, cared for, and confident that their pet is in great hands.

·• Acknowledge Immediately – Make eye contact, smile, and greet every client as soon as they enter.

·• Introduce Yourself – Always give your first name on the phone.

·• Never Let Them Wonder – If you can’t help right away, let them know you’ll be right with them.

·• Partner Awareness – Communicate with your desk partner so no one is guessing who’s helping whom.

·• Positive Presence – Keep body language and tone friendly and professional, even during busy or stressful times.

·• Know the Day – Be aware of the schedule, pets in the building, and any special needs or sensitivities.

·• Manage Wait Times – Update clients if they’re waiting and thank them for their patience.

·• Cleanliness – Keep the lobby tidy and ensure the space feels welcoming.

·• Close with Care – Confirm next steps, ask if they have questions, and thank them for trusting us with their pet.

Desk Station Standards

Station 1 – Welcome & First Impressions

·• Greet every client as soon as they enter.

·• If on the phone: make eye contact and smile.

·• If with another client: smile and say, 'I’ll be right with you.'

·• Make sure clients feel acknowledged.

Station 2 – Check-Out & Next Steps

·• Process payments promptly and with a smile.

·• Schedule future appointments before the client leaves.

·• Confirm they have everything they need (medications, instructions, paperwork).

All/Both Stations

·• Help each other—step in if your partner is busy.

· Utilize 3 rd station if applicable for check out as intended.

Qualifications

·• High school diploma or equivalent required; associate’s degree preferred.

·• Previous experience in customer service required, veterinary or medical office experience strongly preferred.

·• Excellent communication and interpersonal skills.

·• Ability to multitask in a fast-paced environment.

·• Strong computer skills and familiarity with scheduling software.

·• Ability to remain calm, compassionate, and professional during stressful situations.

Physical Requirements

·• Ability to remain standing or seated for extended periods of time.

·• Ability to lift up to 25 lbs occasionally.

·• Use of hands, phone, and computer keyboard throughout the day.

Work Environment

·• Work performed in a veterinary hospital environment with frequent interactions with animals.

·• Exposure to noise, odors, and occasional emotional situations with clients.

·• Fast-paced environment requiring flexibility and adaptability.

Core Competencies

·• Client service orientation.

·• Effective communication skills.

·• Teamwork and collaboration.

·• Conflict resolution and problem-solving.

·• Attention to detail and accuracy.

·• Empathy and professionalism.