Veterinary Customer Service Representative

Job Description

Job Description

At Park Veterinary Hospital, we’re committed to fostering a positive, collaborative, and growth-oriented environment for our team members.

You’ll have the opportunity to make a meaningful impact on the lives of pets and their families while working alongside a supportive and compassionate team.

Why Join Us :

We are looking for a Client Service Representative to join our award-winning team! Voted Best of Durham for the past 11 years, we are an 8-veterinarian practice located in Durham, NC.

As an AAHA- accredited and Certified Cat-Friendly Practice, we take pride in our exceptional standards. In this role, you will be responsible for delivering outstanding customer service, handling multiple phone calls, scheduling appointments, and effectively communicating client needs to our team members throughout the day.

If you’re a dedicated, client-centered professional looking to advance your career in a fulfilling and meaningful role, we’d love to hear from you.

Apply today to become a valued member of our team!

Position Overview :

We’re seeking a dynamic and client-focused individual to join our team as a Client Service Representative (CSR). In this essential role, you’ll be the face of our hospital, providing warm empathetic, and knowledgeable service to pet owners while ensuring a smooth flow of operations.

Our ideal candidate is organized, detailed-oriented, and thrives in a fast-paced environment where multitasking and clear communication are key.

You’ll be handling everything from appointment scheduling and client education to payment processing and client follow-ups, all while helping to create a positive and supportive environment for our clients and their pets.

Key Responsibilities :

• Client Engagement : Greet clients warmly upon arrival, check them in and out efficiently, and ensure they feel welcomed and supported throughout their visit.
• Appointment Management : Schedule, confirm, and reschedule appointments accurately, coordinating effectively with the veterinary team to optimize workflow.
• Client Education : Provide accurate information and guidance to clients on our services, basic pet care, and hospital policies to enhance their understanding and experience.
• Payment and Billing : Handle payment transactions with attention to detail, manage billing inquiries, and provide clients with transparent and prompt responses.
• Information Gathering and Follow-up : Actively listen to client concerns, gather pertinent details, investigate as needed, and follow up to ensure client satisfaction.
• Workflow Coordination : Liaise with veterinarians, technicians, and support staff to maintain an organized and efficient work environment, minimizing wait times for clients.
• Problem Resolution : Handle client concerns or complaints with empathy and professionalism, addressing issues effectively and escalating when appropriate.
• Data Entry and Record Keeping : Maintain accurate and organized records of client interactions, patient information, and appointment details.

Who Are You :

• Self Motivated and Proactive : You take the initiative to complete tasks with efficiency, accuracy, and a desire to go above and beyond.
• Collaborative Team Player : You value teamwork, effectively coordinate with veterinary and support staff, and contribute positively to a team-driven environment.
• Excellent Communicator : You have strong verbal and written communication skills and can adjust your approach to engage and educate a diverse range of clients.
• Empathetic and Client-Centered : You understand that every client’s pet is family and treat each interaction with compassion and care.
• Detailed-Oriented : You’re highly organized, with a keen eye for detail when entering data, scheduling appointments, and processing transactions.
• Problem Solver : You stay calm and solution-focused when handling client concerns or challenging situations.
• Skilled Multitasker : You’re comfortable managing multiple tasks in a fast-paced environment without sacrificing accuracy or client care.
• Veterinary Knowledge (Preferred) : You have a basic understanding of veterinary care and terminology, with a desire to continually learn to educate clients.
• Positive and Professional : You bring a positive, professional demeanor to every interaction, enhancing the client experience.
• Flexible Availability : Open availability, including rotating weekends, is required

Qualifications :

• High school diploma or equivalent; additional education or certification in customer service, veterinary science, or a related field is a plus.
• 3+ years of customer service experience, ideally in a veterinary, medical, or related field.
• Proficiency in computer systems, including appointment scheduling software and payment processing systems.

Benefits :

• Health insurance
• Dental Insurance
• Eye Insurance
• 401K and Matching
• Priority veterinary care pricing
• Holiday Pay
• One-on-one training
• Working with an experienced team
• Monthly Bonus
• Referral incentive
• Professional Growth
• Paid parental leave
• Surrounded by beautiful nature preservation

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