Customer Service Representative

Essential Responsibilities Client Service Greet clients and their pets warmly and professionally upon arrival. Provide courteous, compassionate, and respectful service to every client. Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member. Communicate clinic policies, procedures, fees, and recommendations accurately. Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients. Protect client confidentiality and handle sensitive information appropriately. Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care. Telephone & Communication Answer incoming telephone calls promptly and professionally. Schedule appointments according to clinic protocols and available appointment types. Accurately document telephone messages and ensure they are directed to the appropriate team member. Return or assist with client calls as assigned. Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs. Monitor other forms of client communication, including electronic messages, as assigned. Appointment & Patient Flow Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs. Check clients and patients in and out accurately. Obtain and verify current client and patient information. Assist with maintaining an organized and efficient lobby and reception area. Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs. Help maintain appropriate patient flow during busy periods. Payments & Financial Responsibilities Accurately process payments using approved payment methods. Provide clients with invoices and explain charges when appropriate. Handle cash, credit/debit card transactions, and other approved forms of payment accurately. Process financing or payment-plan options according to clinic procedures. Maintain accuracy when handling money and client accounts. Address billing questions professionally and involve management when necessary. Medical Records & Administrative Duties Maintain accurate client and patient information in the practice management system. Enter information accurately and completely. Assist with updating client contact information, vaccination records, and other administrative information. Process prescription and food refill requests according to clinic procedures. Assist with medical record requests and other administrative tasks. Maintain organized documentation and follow established clinic procedures. Teamwork & Clinic Operations Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members. Communicate effectively with the back-of-house team to keep patient care and client service running smoothly. Assist other areas of the clinic when needed and when appropriate to the position. Maintain a clean, organized, and professional reception area. Follow opening, closing, cleaning, and other assigned front-desk procedures. Participate in staff meetings, training, and continuing education as required. Follow all Oakdale Veterinary Center policies and procedures. Client Service Expectations Every CSR Is Expected To Treat clients and coworkers with professionalism and respect. Maintain a positive and approachable attitude. Listen carefully before responding to client concerns. Avoid arguing with or speaking disrespectfully to clients or coworkers. Recognize when a situation should be escalated to the Practice Manager or another member of management. Maintain appropriate boundaries with clients while still providing compassionate service. Present a professional image of Oakdale Veterinary Center at all times. Qualifications Required High school diploma or equivalent. Previous customer service, reception, veterinary, medical, or animal-care experience preferred. Strong verbal and written communication skills. Ability to multitask and prioritize in a fast-paced environment. Strong attention to detail and organizational skills. Comfortable working with computers and learning veterinary practice-management software. Ability to handle financial transactions accurately. Ability to work effectively as part of a team. Dependable attendance and punctuality. Preferred Previous veterinary hospital or animal-care experience. Familiarity with veterinary terminology. Experience with veterinary practice-management software. Experience handling difficult or emotional client interactions. 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: Standing and walking for extended periods. Sitting at a reception desk for portions of the workday. Bending, reaching, and lifting as needed for routine clinic duties. Occasional interaction with dogs, cats, and other animals. Working around animal noise, odors, cleaning products, and medical equipment. Remaining calm and professional during periods of high client volume or increased clinic activity. Performance Expectations Success In This Position Is Demonstrated Through Consistently professional and compassionate client interactions. Accurate scheduling, payments, records, and communication. Effective teamwork between the front desk and medical team. Reliable attendance and punctuality. Ability to remain organized and productive during busy periods. Appropriate handling and escalation of client concerns. Following Oakdale Veterinary Center procedures and expectations. Contributing to a positive, respectful, and team-oriented workplace. Team Culture 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 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.