Customer Service Representative

Veterinary Customer Service Representative

A veterinary customer service representative (CSR), acts as the initial point of contact for pet owners, and ensures a positive client experience by handling appointments, inquiries, payments, and communication between clients and veterinary staff. Key responsibilities include greeting clients, scheduling appointments, answering phones and emails, processing payments, maintaining medical records, relaying information accurately, and providing general support to the veterinary team. This role requires strong communication, multitasking, organizational, and interpersonal skills, along with empathy and compassion for animals and their owners. The job requires prior clerical experience to perform the duties effectively.

Key Responsibilities :

Client Communication & Scheduling :

Answer calls and emails promptly with professional, friendly service

Schedule appointments based on client needs and veterinarian availability, including forward booking

Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track

Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments

Client Relations & Service :

Greet clients warmly and ensure a positive experience throughout their visit

Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team

Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor

Promote current promotions and campaigns

Managing Patient Information & Technology :

Update client and patient records in our practice management system with accuracy and efficiency

Process billing transactions, including credit card payments, digital payments, and insurance claims

Maintain organized records of client communications and appointments to streamline operations

Support the Medical Team & Practice Operations

Provide clients with accurate post-visit instructions, including medication schedules and follow-up care

Help maintain a clean, organized reception area and assist with daily practice operations as needed

Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store

Qualifications :

High school diploma or equivalent work experience required

Excellent communication skills and a strong desire to provide compassionate, client-focused service

Prior customer service experience, preferably in a veterinary setting

Basic proficiency with technology, including scheduling software and online communication platforms

Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Working Conditions :

Must be able to work in a fast-paced, dynamic environment.

Occasional lifting up to 40 pounds independently and physical tasks may be required.

Additional Duties

Performs other duties as directed.

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.