Client Services Representative

Houston Cat Hospital; Houston (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

Houston Cat Hospital seeks a Customer Service Representative to join our fast-paced veterinary front desk in Houston, TX. The role emphasizes client communication, education on pet care, and accurate medical record handling.

Requirements include a high school diploma, 1+ year veterinary hospital experience, 2+ years customer service, and strong computer skills. Bilingual Spanish is preferred; weekend availability is required when the clinic is open.

Qualifications

• High school diploma or equivalent.
• 1+ year minimum experience at a veterinary hospital.
• 2+ years customer service experience.
• Bilingual (Spanish) preferred.
• Enjoy working in a fast paced environment with multi-task skills.
• Some computer knowledge; comfortable with Word, keyboarding, and use of texting and email.

Responsibilities

• Be flexible in attitude and work habits.
• Learn veterinary terms and spellings.
• Perform basic computer skills; type 30 words per minute.
• Handle physical tasks up to 25 lbs and stand for long periods.
• Be aware of smells, noises and potential exposure to animals.
• Answer client inquiries about basic animal care and routine procedures.
• Educate clients on preventatives, medications and nutraceuticals.
• Guide clients to make optimal pet care decisions.
• Admit patients and manage medical records entries.
• Prepare health certificates, euthanasia and aftercare paperwork.
• Handle client/patient transfers and finalize invoices.
• Communicate estimates and treatment plans empathetically.
• Bond with clients and maintain a positive front desk environment.
• Relay messages accurately via phone, fax and email.
• Enter/update client/patient data in software and maintain accuracy.
• Maintain professional relationships with staff and express empathy.

Skills

Customer service

Typing 30 wpm

Bilingual Spanish

Communication

Multitasking

Education

High school diploma or equivalent

Job description

Houston Cat Hospital cultivates a collaborative, authentic, and compassionate culture and is seeking a Client Service Representative to join our fast-paced clinic and team. Every member of our team contributes toward an important mission and vision, making a difference in the lives of pets and their people. At Houston Cat Hospital, YOU MATTER!

We have been serving the Houston area since 2003 and focus on employing the finest veterinary professionals to care for our patients. We are AAHA accredited, and are committed to the highest standards in veterinary medicine and provide educational opportunities for all of our staff.

Schedule: Full-time, must be available to work Saturdays and holidays if the clinic is open.

Houston Cat Hospital is committed to educating our clients on the best preventative and medical care options to keep their pets happy and healthy, year-round. We stay informed on the latest advances in veterinary technology and above all, remember that all animals and pets are to be treated with loving care in every check-up, procedure, or surgery. We truly treat all pets like they are our own.

• Be flexible in attitude and work habits.
• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
• Perform basic computer skills, type 30 words per minute.
• Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods of time.
• Working conditions: May be exposed to unpleasant odors, noises and animal urine and feces. May be exposed to bites, scratches and contagious diseases.

Below is a full list of abilities most commonly used by CSR.

Veterinary Knowledge / Client Education

• Can answer client’s inquiries about basic animal care questions and routine procedures.
• Can educate clients on over-the-counter products such as preventatives, medications and nutraceuticals.
• Can guide client’s to make appropriate decisions regarding optimum pet care.
• Can admit patients and handle medical records entries accurately.
• Can prepare health certificates, euthanasia and after care paperwork and discuss with client.
• Can handle client/patient transfers with ease.
• Can prepare client invoices for services performed.
• Can accurately handle payment transactions and balance the drawer at the end of their shift.
• Can accurately and empathetically communicate estimates/treatment plans to clients.

Hospitality

• Can bond with clients during interactions.
• Can keep the front desk a positive area even in the event there is a wait time.
• Seeks to create a comfortable environment for clients.
• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.

Personal Conduct/Attitude/Teamwork

• Can maintain positive, cooperative relationships with other employees.
• Can display tact and respect with team members even when busy or hectic.
• Can feel and express a genuine liking for animals and their owners and for working in an animal care field.
• Can express empathy toward distressed or grieving clients.

Client Communication

• Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
• Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
• Can greet clients with poise and natural effort.
• Can outline costs and fees in a positive light while supporting hospital payment policies.
• Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
• Can easily remember clients and patients names and uses them.
• Can handle client correspondence including email and follow up calls.

Facility Maintenance

• Can maintain a professional/welcoming appearance in the front office through cleaning and organization.
• Can stock and organize the coffee station.
• Can offer proper upkeep for and troubleshoot office equipment including pc’s, telephones and copier.
• Can accurately document conversations with clients in the medical record.
• Can correctly attach records from referring veterinarians to the patient file.

Organization/Time Management

• Can work almost constantly in the presence of other staff members and clients.
• Understands and carries out oral and written directions.

Qualifications

• High school diploma or equivalent
• 1+ year minimum experience at a veterinary hospital
• 2+ years customer service experience
• Bilingual (Spanish) is preferred
• Enjoy working in a fast paced environment where you'll need multi-task skills
• Some computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as texting and email

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose

Give pets and the people who love them more quality years together

Mission

Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values

Care Deeply, Do What's Right, One Team, Own It, Shape What's Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

• We'll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA!

• NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.
• For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA 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.