Client Service Representative at Advanced Veterinary Medical Center

Heartland Veterinary Partners; Farmington Hills (MI); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

Retirement benefits

Bonus incentive

Flexible work schedules

Career development

Employee Assistance Program

Employee Referral Program

Job summary

Heartland Veterinary Partners seeks a friendly Client Service Representative (CSR) to deliver exceptional client and patient experiences. You will manage front desk duties, schedule appointments, and handle records and payments with accuracy.

The CSR will also handle reminders, client communications, and follow-ups, while maintaining PPE and clinic policies. A veterinary setting is preferred, with weekend availability and strong teamwork emphasized.

Qualifications

• Requires strong client service mindset and professional communication.
• Ability to follow clinic policies and PPE protocols.
• Experience in a veterinary setting is preferred.

Responsibilities

• Leads front desk operations and reception duties with a warm, professional demeanor.
• Schedules clinic appointments and maintains client/patient records accurately.
• Processes payments including cash, checks and card transactions.
• Sends reminders and conducts follow-ups with clients.
• Answers phone calls with proper etiquette and directs inquiries accordingly.
• Prepares client communications and distributes take-home items.
• Performs a daily backup of the computer system and posts daily business.
• Welcomes clients and patients to ensure a positive visit experience.
• Upholds clinic safety policies and PPE requirements.
• Supports administration and data entry as needed.

Skills

Patience & Compassion

Collaboration & Teamwork

Communicating

Active Listening

Organization Skills

Client Satisfaction

Education

High School Diploma

Job description

Practice

We strive to provide excellent client/patient service and will always be available when you need us. We endeavor to improve and extend your lifelong relationships with your pets through close involvement in their care and development.

We offer a full range of veterinary medical services with the highest standards of care:

• Wellness Plans including all routine services (vaccinations, diagnostic testing, and preventative care) for all stages of your pet’s life
• Soft tissue and orthopedic surgery, including affordable spay and neuter programs
• Full-service pet dentistry from routine cleanings to oral surgery
• In-house diagnostic testing, a full-service pharmacy, and veterinary therapeutic diets to treat a wide variety of medical conditions
• Doctor-recommended ancillary services for behavior counseling, training, and other concerns

More About The Role

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

Schedule: 4 days x 10 hour shifts

Pay: $16 - $18

Competencies

• Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.
• Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas.
• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
• Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.
• Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

Essential Responsibilities

• Leads practice opening and closing procedures per Practice Manager instructions and practice procedures.
• Ensures all public areas are clean and presentable for patients; cleans and straightens areas including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
• Processes cash, checks, charge card payments and credit account payments.
• Schedules appointments for the clinic adhering to practice and Doctor preferences and ensure appropriate workflow.
• Assists in the updating of client/patient files, as needed.
• Prepares and sends client correspondence.
• Sends reminder notices to clients for periodic notifications; conducts re-calls to clients on a timely basis from a call back list.
• Performs a backup of the computer system on a regular basis, as directed.
• Performs and oversees the performance of posting daily business.
• Welcomes clients and patients to the practice with a warm and friendly demeanor and ensures an excellent experience during the practice visit.
• Answers incoming telephone calls applying proper telephone etiquette.
• Presents clients with medications, instructions, new client kits and any other take home items.
• Handles emergency situations with great care, patience, and following established clinic policies and procedures.
• Addresses client concerns in a calm appropriate manner, ensuring every experience ends in satisfaction.

Requirements/Qualifications

• Ability to work on weekends as required
• High school diploma or equivalent
• Previous veterinary experience preferred
• Client satisfaction references preferred
• Practices OSHA safety techniques including proper PPE

Benefits Offered

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development
• Employee Assistance Program
• Employee Referral Program

Benefits offered may vary depending on full or part time employment status according to company policy.

Pay Range

USD $16.00 - USD $18.00 /Hr.