Client Service Representative (CSR) - North Springs Animal Clinic

Description

Key Responsibilities

• First Point of Contact: Greet and welcome clients in a friendly and professional manner, whether in person, over the phone, or through email.
• Appointment Scheduling: Schedule appointments for both routine and emergency visits, ensuring efficient use of the clinic’s time and resources. Handle cancellations, reschedules, and reminders in a timely manner.
• Client Education: Provide clients with information regarding our services, policies, and procedures. Help them understand the importance of regular veterinary care and promote preventive services.
• Billing & Payment: Manage client billing, process payments, and explain invoices in a clear, patient, and professional manner. Handle cash, credit card, and insurance transactions.
• Client Records Management: Maintain accurate client and patient records using veterinary practice management software. Update records with visit details, medical histories, and other important information.

• Communication Management: Answer and direct phone calls, respond to emails, and relay messages between clients and the veterinary team in a clear and professional manner.
• Client Relations: Foster a positive, empathetic relationship with clients by addressing concerns and answering questions, offering support and reassurance where needed.
• Maintain Clinic Environment: Ensure the waiting area is clean, organized, and welcoming. Keep client areas stocked with necessary materials and client information.

• Veterinary Team Support: Collaborate with veterinarians, technicians, and other staff members to ensure smooth daily operations. Help relay important patient information to the clinical team.
• Record Keeping & Documentation: Ensure all records are accurately documented in the clinic’s system and are up to date.
• Client Follow-Up: Follow up with clients after appointments to ensure satisfaction, answer questions, and confirm further appointments or treatments.

• Assist with basic office tasks such as filing, faxing, and handling incoming/outgoing mail.
• Be on-call or assist with overflow as needed, especially during peak hours or emergency situations.

Skills, Knowledge & Expertise to be Successful

• Experience: Previous experience in a client service or receptionist role is preferred. Experience in a veterinary clinic or animal care setting is a plus.
• Animal Care Knowledge: While veterinary experience is not mandatory, a passion for animals and familiarity with basic veterinary procedures and terminology is beneficial.
• Communication Skills: Excellent verbal and written communication skills. Ability to interact confidently, clearly, and professionally with clients, coworkers, and vendors.
• Customer Service Excellence: Strong interpersonal skills with the ability to handle difficult or emotional client situations with empathy, professionalism, and patience.
• Computer Skills: Comfortable using office equipment (phones, fax, printers) and practice management software (training provided for our system).
• Multitasking: Ability to manage multiple tasks simultaneously in a fast-paced environment while remaining calm and organized.
• Attention to Detail: Accuracy in data entry, scheduling, and managing client files is critical.
• Team Player: Willingness to work as part of a collaborative team to provide the best care to our patients and top-notch service to our clients.

• Compassionate: A genuine love for animals and a desire to provide excellent customer service.
• Organized: Ability to juggle multiple priorities while maintaining a high level of accuracy and professionalism.
• Dependable: Reliability and punctuality are crucial in ensuring the smooth functioning of the clinic.
• Positive Attitude: A friendly and approachable demeanor that helps create a welcoming environment for clients and colleagues alike.
• Problem Solver: Ability to handle challenges or unexpected situations with a level-headed and solution-oriented approach.

Why Join Our Team?