Client Service Representative

Ethos Veterinary Health; Bothell (WA); On-site; USD 28,929 - 33,062; Full time

Benefits offered by this job

Medical, Vision, Dental Insurance

Paid Time Off

Quarterly Bonus Pay

Employee Pet Discounts

Employee Assistance Program

401(k) Plan

Uniform Stipend

Job summary

Ethos Veterinary Health in Bothell, WA, is seeking a Client Service Representative for their Center for Bird and Exotic Animal Medicine (CBEAM). This full-time position is essential for providing exceptional customer service and managing client interactions at a 24/7 emergency veterinary hospital.

The successful candidate will demonstrate excellent communication skills, a strong client service background, and will be responsible for greeting clients, managing phone lines, and supporting medical staff. Competitive hourly compensation is offered, along with a comprehensive benefits package.

Qualifications

• Basic veterinary medical knowledge, including products and services.
• Prior client service experience required.
• Ability to multi-task while attending to details.

Responsibilities

• Greet clients and complete check-in and check-out processes.
• Handle client communications and triage phone lines.
• Maintain clean waiting room and reception area.

Skills

Telephone etiquette

Client service excellence

Communication skills

Organizational skills

Basic computer skills

Education

High school diploma or GED

Tools

Microsoft Office

Avimark (preferred)

Job description

Client Service Representative - Center for Bird and Exotic Animal Medicine (CBEAM)

Compensation: $21.00-24.00/hr based on job experience, education, and skills.

Location: Bothell, WA

About the Role and Hospital

The Center for Bird and Exotic Animal Medicine (CBEAM) is looking for an energetic Client Service Representative (CSR) to add our growing team of nineteen veterinarians and about forty support staff! We are a 24/7 emergency and primary care veterinary hospital for exotics – we provide compassionate and expert care for all species of non-traditional pets located near Seattle, WA.

A CSR is an invaluable member of the hospital team who works directly with the Client Service Manager (CSM) and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. We are currently hiring for multiple full-time positions with day, evening, and weekend shifts available. This position has a unique relationship with our clients; they are the first impression a current or potential client sees or hears. At all times, a CSR must maintain a warm & positive, yet professional appearance and demeanor. Our CSRs are the face of CBEAM!

Job Description

• Responsible for greeting clients, determining the needs of clients and patients, and completing the check-in and check-out process.
• Models a professional and courteous manner with staff and clients, including being compassionate and understanding while working with clients in various emotional states.
• Being attentive to client’s and patient’s needs while understanding that needs will change on an individual basis.
• Politely and professionally answer and triage phone lines and use AllyDVM software to communicate with clients as appropriate.
• Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in‑hospital procedures, and other services that require the doctors’ and technicians’ time.
• Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc. Makes overdue reminder calls and updates patient records.
• Notes client communications in patient record each time a conversation is held and ensures appropriate messages are getting to the doctor.
• Reviews patient records for daily scheduled appointments and collects information to make necessary updates.
• Checks in client and monitors flow from check‑in to discharge.
• Communicates effectively through intercom system, Softros LAN Messenger and utilizes technician staff for communication, following hospital protocols when relaying information.
• Performs client and patient call backs.
• Receives and filters prescription requests. Follows protocols for outside pharmacy requests and promotes the hospital’s prescription recommendations.
• Performs over‑the‑counter sales of merchandise such as food and toys; demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.
• Collects fees, makes change, and obtains authorization for credit charges following the hospital’s credit policies.
• Communicates effectively with clients regarding our wellness plans and is able to set up a Claw Plan properly.
• Processes end of day as assigned and reconciles cash drawer according to hospital procedure.
• Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
• Maintains appearance and cleanliness of the waiting room and reception area, including re‑stocking of products, office supplies, client educational materials, etc. Includes cleaning of urine and stool from lobby and outside of building each time a door is opened.
• Prepares and sends welcome letters, referral and thank‑you letters, condolences, and other correspondence for the doctors and/or Hospital Manager.

Qualifications

• Proper telephone etiquette and client service excellence.
• Basic veterinary medical knowledge, including products and services.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office, e‑mail, and Avimark experience preferred).
• Strong organizational skills with ability to multi‑task and still attend to details.
• High school diploma or GED required.
• Prior client service experience required, in a related area preferred.

Job Types: Full‑time

Compensation: $21.00–$24.00 per hour (depending on experience)

Expected hours: 40 per week

Benefits

• Medical, Vision, Dental Insurance (Full‑Time Employees)
• Paid Time Off
• Quarterly Bonus Pay
• Employee Pet Discounts
• Employee Assistance Program
• 401(k) Plan (Full‑Time Employees)
• Uniform Stipend

Schedule

• Day/Swing shift
• 10 hour shifts
• Weekends as needed

Work Location: In person

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.