Customer Service Representative

AmeriVet Veterinary Partners; Canton (IL); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

401(k)

Employee pet benefits

Job summary

Oakdale Veterinary Center seeks a friendly, professional Client Service Representative to greet clients and pets, manage appointments, and handle payments. You will communicate policies clearly, coordinate care with the veterinary team, and maintain a calm, organized reception area in a busy hospital.

Starting pay is $16.00 per hour with health insurance, paid holidays, a 401(k) plan, and employee pet benefits.

Qualifications

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable with computers and veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Dependable attendance and punctuality.
• Experience in customer service or reception preferred.
• Experience in veterinary hospital or animal-care preferred.

Responsibilities

• Greet clients and their pets warmly and professionally.
• Provide courteous, compassionate, and respectful service.
• Answer client questions and direct medical questions to the veterinary team.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm, professional demeanor with upset clients.
• Protect client confidentiality and handle sensitive information.
• Schedule appointments and document messages.
• Process payments and provide invoices.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Teamwork

Computer skills

Financial transactions

Punctuality

Education

High school diploma or equivalent

Tools

Practice-management software

Job description

• Greet clients and their pets warmly and professionally upon arrival.
• Provide courteous, compassionate, and respectful service to every client.
• Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.
• Protect client confidentiality and handle sensitive information appropriately.
• Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.

Essential Responsibilities

Client Service

• Greet clients and their pets warmly and professionally upon arrival.
• Provide courteous, compassionate, and respectful service to every client.
• Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.
• Protect client confidentiality and handle sensitive information appropriately.
• Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.

Telephone & Communication

• Answer incoming telephone calls promptly and professionally.
• Schedule appointments according to clinic protocols and available appointment types.
• Accurately document telephone messages and ensure they are directed to the appropriate team member.
• Return or assist with client calls as assigned.
• Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.
• Monitor other forms of client communication, including electronic messages, as assigned.

Appointment & Patient Flow

• Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.
• Check clients and patients in and out accurately.
• Obtain and verify current client and patient information.
• Assist with maintaining an organized and efficient lobby and reception area.
• Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.
• Help maintain appropriate patient flow during busy periods.

Payments & Financial Responsibilities

• Accurately process payments using approved payment methods.
• Provide clients with invoices and explain charges when appropriate.
• Handle cash, credit/debit card transactions, and other approved forms of payment accurately.
• Process financing or payment-plan options according to clinic procedures.
• Maintain accuracy when handling money and client accounts.
• Address billing questions professionally and involve management when necessary.

Medical Records & Administrative Duties

• Maintain accurate client and patient information in the practice management system.
• Enter information accurately and completely.
• Assist with updating client contact information, vaccination records, and other administrative information.
• Process prescription and food refill requests according to clinic procedures.
• Assist with medical record requests and other administrative tasks.
• Maintain organized documentation and follow established clinic procedures.

Teamwork & Clinic Operations

• Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.
• Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.
• Assist other areas of the clinic when needed and when appropriate to the position.
• Maintain a clean, organized, and professional reception area.
• Follow opening, closing, cleaning, and other assigned front-desk procedures.
• Participate in staff meetings, training, and continuing education as required.
• Follow all Oakdale Veterinary Center policies and procedures.

Client Service Expectations

Every CSR Is Expected To

• Treat clients and coworkers with professionalism and respect.
• Maintain a positive and approachable attitude.
• Listen carefully before responding to client concerns.
• Avoid arguing with or speaking disrespectfully to clients or coworkers.
• Recognize when a situation should be escalated to the Practice Manager or another member of management.
• Maintain appropriate boundaries with clients while still providing compassionate service.
• Present a professional image of Oakdale Veterinary Center at all times.

Qualifications

Required

• High school diploma or equivalent.
• Previous customer service, reception, veterinary, medical, or animal-care experience preferred.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable working with computers and learning veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Ability to work effectively as part of a team.
• Dependable attendance and punctuality.

Preferred

• Previous veterinary hospital or animal-care experience.
• Familiarity with veterinary terminology.
• Experience with veterinary practice-management software.
• Experience handling difficult or emotional client interactions.
• Knowledge of basic veterinary services, preventive care, and common client questions.

Physical & Work Environment

This position is performed in a busy veterinary hospital environment and may require:

• Standing and walking for extended periods.
• Sitting at a reception desk for portions of the workday.
• Bending, reaching, and lifting as needed for routine clinic duties.
• Occasional interaction with dogs, cats, and other animals.
• Working around animal noise, odors, cleaning products, and medical equipment.
• Remaining calm and professional during periods of high client volume or increased clinic activity.

Performance Expectations

Success In This Position Is Demonstrated Through

• Consistently professional and compassionate client interactions.
• Accurate scheduling, payments, records, and communication.
• Effective teamwork between the front desk and medical team.
• Reliable attendance and punctuality.
• Ability to remain organized and productive during busy periods.
• Appropriate handling and escalation of client concerns.
• Following Oakdale Veterinary Center procedures and expectations.
• Contributing to a positive, respectful, and team-oriented workplace.

Team Culture

• Must be able to work hard, laugh often, and have fun with the team. Veterinary medicine can be stressful, so we value people who can keep a positive attitude, enjoy a good laugh, and contribute to a workplace where everyone genuinely enjoys coming to work.

Equal Opportunity

Oakdale Veterinary Center is committed to maintaining a professional workplace where employees are treated with respect and where clients receive consistent, compassionate care.

Compensation & Benefits

• Starting Pay: $16.00 per hour
• Health Insurance: Health insurance benefits are available to eligible employees.
• Paid Holidays: Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy.
• 401(k): Eligible employees have access to the company 401(k) and retirement savings plan.
• Employee Pet Benefits: Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies.