Client Success Specialist — Empathy-Driven CSR

NVA General Practice; Pleasanton (CA); On-site; USD 23,000 - 28,000; Full time

Job summary

NVA General Practice in Pleasanton, CA is seeking a Customer Service Representative to act as a liaison, provide product/services information, answer questions, and resolve issues our customer accounts might face with accuracy and efficiency.

The CSR will handle inquiries across channels, process orders and new client applications, maintain records, and ensure customer satisfaction. This full-time role involves scheduling appointments and basic client education on wellness care for animals.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to respond promptly and professionally to customer inquiries.
• Comfort with explaining products and services to customers and patients.
• Capacity to manage multiple tasks and maintain accurate records.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders (OLP), forms, new client applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Ensure customer satisfaction and provide professional customer support.
• Verify client/patient information.
• Deescalating situations with clients before presenting to mgmt.
• Basic quote/estimate knowledge
• Daily cleaning tasks, cleaning the reception/waiting area.
• Scan documents and email to neighboring practices and owners.
• Scheduling appointments; being conscious of the doctors schedule and be able to accommodate to both client and doctor needs.
• Traffic flow mgmt.
• Client education; Supply clients with information about our standard recommendations on animal husbandry, wellness care and disease / parasite prevention

Job description

NVA General Practice in Pleasanton, CA is seeking a Customer Service Representative to act as a liaison, provide product/services information, answer questions, and resolve issues our customer accounts might face with accuracy and efficiency.

The CSR will handle inquiries across channels, process orders and new client applications, maintain records, and ensure customer satisfaction. This full-time role involves scheduling appointments and basic client education on wellness care for animals.