CSR Customer Service Representative

48367 East Longmeadow Animal Hospital; East Longmeadow (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

401(k) matching

Student loan assistance

Health insurance

Dental insurance

Vision insurance

Life insurance

Mental health resources

Paid time off

Paid holidays

Job summary

48367 East Longmeadow Animal Hospital is seeking a personable Client Service Representative to be the primary contact at the clinic, greeting clients, answering calls, and guiding the front desk operations with empathy and professionalism.

You will manage a multi-line phone system, schedule appointments, handle payments, update client and pet records, and support veterinarians with administrative tasks while staying calm in emergencies.

Qualifications

• Professional and friendly phone etiquette.
• Available to work weekends and holiday rotations.
• Ability to prioritize and complete tasks simultaneously.
• Ability to problem solve and adapt to multiple situations.
• HS Diploma or educational equivalent.
• Excellent customer service skills.
• Computer efficiency.
• Very detail-oriented.
• Preferred: Experience with Veterinary EMR (Avimark, Cornerstone).
• Preferred: One year of customer service representative experience.
• Preferred: Knowledge of veterinary medical terminology and procedures.

Responsibilities

• Understand, communicates, and properly prioritizes scheduled appointments, client education, and lobby triage for an efficient schedule.
• Operates multiple-line telephone system.
• Answers incoming calls and routes messages for staff.
• Takes and routes messages for veterinarians and staff.
• Empathizes with clients and remains compassionate under pressure.
• Remains calm in emergencies and provides a positive client experience.
• Create a strong first and last impression for clients.
• Accepts payments and maintains an accurate cash drawer.
• Maintain updated client and pet records and assist with administrative tasks.

Skills

Phone etiquette

Customer service

Communication

Conflict resolution

Education

High School Diploma

Tools

Avimark EMR

Cornerstone EMR

Job description

Job Description

We are looking for a personable and skilled Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction - whether over the phone or in person - results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

Compensation

$18-$22/hr based on experience

CSR Responsibilities

• Understand, communicates, and properly prioritizes scheduled appointments, client education, and lobby triage by vaccine, wellness, parasite, and retail needs to ensure an efficient and productive schedule and daily workflow.
• Operates multiple-line telephone system.
• Answers incoming calls, places, callers on hold, transfers calls, and pages staff members appropriately.
• Takes and routes messages for veterinarians and staff members.
• Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous.
• Remains calm and collected in the face of emergency situations.
• Ultimately, it is the CSR who creates a good first and last impression on our clients.
• Accepts payments, makes change, processes credit payments, and other forms of payment while maintaining an accurate cash drawer.
• Maintains accurate and updated client information and pet records, including obtaining pet medical records from other clinics and providing administrative support (scanning documents, updating records, faxing, emailing, etc.) to keep accurate and reliable client information.
• Complete all tasks as assigned by the supervisor(s).

Qualifications & Requirements

• Professional and friendly phone etiquette
• Available to work weekends and holiday rotations, as needed
• Ability to properly prioritize and complete tasks simultaneously
• Ability to problem solve and adapt to multiple situations
• HS Diploma or educational equivalent
• Excellent customer service skills
• Computer efficiency
• Very detail-oriented
• Preferred: Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)
• Preferred: One year of customer service representative experience
• Preferred: Knowledge of veterinary medical terminology and procedures

At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in their communities.

Here’s what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.

At AmeriVet we believe thriving teams build thriving communities. You will have the tools, resources and opportunities to grow your career - no matter where you start.