Customer Service Representative

National Veterinary Associates; Canton Charter Township (MI); On-site; USD 21,000 - 23,000; Full time

Job summary

Lilley Veterinary Medical Center, part of National Veterinary Associates, is seeking a Customer Service Representative (CSR) to be the first point of contact for clients. You will manage front desk duties, schedule appointments, process payments, and maintain medical records while ensuring a positive client experience throughout visits.

The CSR role requires excellent communication, the ability to multitask in a fast-paced veterinary environment, and strong computer skills.

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• Previous experience in customer service required; veterinary or medical office experience strongly preferred.
• Excellent communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Strong computer skills and familiarity with scheduling software.
• Ability to remain calm, compassionate, and professional during stressful situations.

Responsibilities

• Greet clients and maintain a welcoming front desk atmosphere.
• Answer phones promptly and professionally, introducing yourself by name.
• Schedule appointments to optimize doctor and staff efficiency.
• Educate clients on hospital services, wellness plans, and preventive care.
• Check in patients and verify client/pet information accurately.
• Process invoices and payments; maintain financial records.
• Maintain confidentiality of client and patient records.
• Assist with medication refills, food orders, and prescription requests under DVM guidance.
• Communicate clearly with clients regarding patient status, wait times, and follow-up instructions.
• Coordinate workflow between front desk and treatment areas.

Skills

Communication

Multitasking

Computer skills

Teamwork

Conflict resolution

Education

High school diploma

Associate’s degree preferred

Tools

Scheduling software

Job description

Hospital Name: Lilley Veterinary Medical Center

Job Type: Support Staff

Description & Requirements

Customer Service Representative (CSR) - Job Description

Reports To: Hospital Manager / Veterinarian

Pay Range: $15-16.50

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for clients and is responsible for providing exceptional client service both in person and over the phone. This role supports the veterinary team by scheduling appointments, processing payments, managing medical records, and ensuring a positive client experience throughout their visit. CSRs are also accountable for maintaining front desk standards that create a welcoming, efficient, and professional atmosphere for clients and patients.

• Greet clients warmly upon arrival and ensure a welcoming atmosphere.
• Answer phones promptly and professionally, introducing yourself by first name.
• Schedule appointments strategically to optimize doctor and staff efficiency.
• Educate clients on hospital services, wellness plans, and preventive care.
• Accurately check in patients and verify client/pet information.
• Process invoices, payments, and maintain accurate financial records.
• Maintain confidentiality of client and patient records.
• Assist with medication refills, food orders, and prescription requests under DVM guidance.
• Communicate clearly and empathetically with clients regarding patient status, wait times, and follow-up instructions.
• Support the veterinary team by coordinating workflow between front desk and treatment areas.
• Assist in maintaining cleanliness and organization of the reception area.

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• Previous experience in customer service required, veterinary or medical office experience strongly preferred.
• Excellent communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Strong computer skills and familiarity with scheduling software.
• Ability to remain calm, compassionate, and professional during stressful situations.

Physical Requirements

• Ability to remain standing or seated for extended periods of time.
• Ability to lift up to 25 lbs occasionally.
• Use of hands, phone, and computer keyboard throughout the day.
• Work performed in a veterinary hospital environment with frequent interactions with animals.
• Exposure to noise, odors, and occasional emotional situations with clients.
• Fast-paced environment requiring flexibility and adaptability.

Core Competencies

• Teamwork and collaboration.
• Conflict resolution and problem-solving.