Customer Service Representative

Salt Marsh Animal Hospital; Johns Island (SC); On-site; USD 17,000 - 22,000; Full time

Job summary

Salt Marsh Animal Hospital is seeking a friendly Customer Service Representative to greet clients and pets, answer calls, schedule appointments, and process payments. You will be the first and last friendly face clients see, ensuring a smooth visit and a positive experience for both clients and their beloved animals.

The role requires empathy, strong communication skills, and the ability to multitask in a fast-paced environment, while supporting the team and maintaining a welcoming lobby.

Qualifications

• Previous experience in veterinary practice or customer-facing role.
• Excellent written and verbal communication skills.
• Compassionate and professional under emotional situations.
• Exceptional telephone and computer skills.
• Team player willing to learn and adapt to change.
• Preferred: Experience using a Practice Management System.

Responsibilities

• Answer the practice phones and manage calls.
• Schedule well, sick, and surgical appointments.
• Issue invoices and process payments; keep lobby area organized.
• Greet visitors and notify staff when clients arrive.
• Answer emails and messages in a timely manner.
• Assist in training of new staff members.
• Confirm appointments via client’s preferred communication method.
• Provide backup support to technical staff when needed.

Skills

Customer service

Communication

Telephone skills

Computer skills

Team player

Empathy

Tools

Practice Management System

Job description

Description

Do you desire to make a difference in your team, your clients, and your patients' lives while feeling supported?

Culture is king in our practices! What does that mean? It means we hire, reward, and coach around our values. We know that each person brings unique skills and backgrounds that can make us better.

Our core values capture that spirit as we work to improve lives by doing what’s right for pets, clients, and our teams.

• Speak Truth
• Choose Positivity
• Serve Well
• Own It
• Always Better

Position Purpose:

The purpose of this position inherently involves providing excellent customer care to our Salt Marsh Animal Hospital clients. The Customer Service Representative represents the mission and values to all customers and is typically the first and last person a client encounters when entering our hospital. This dynamic role requires a proactive and adaptable individual who can handle a variety of tasks with enthusiasm. The ideal candidate should be passionate about providing exceptional service to both clients and their beloved pets.

Essential Job Functions

• Assume primary responsibility for answering the practice phones
• Scheduling appointments for well, sick, and surgical appointments
• Issuing invoices and receiving payments after appointmentsEnsure lobby area remains clean and organized at all times
• Able to demonstrate both care and empathy to human and animal clients
• Answering telephone calls and returning emails
• Excellent organizational, time management, and multitasking abilities are required
• Greet all visitors to the practice; greeting clients and patients by name as they arrive for appointments and notify technical staff when they arrive.
• Participate in the training of new staff members
• Confirm all appointments by client’s preferred communication method (phone, email, text) the prior day, and make necessary adjustments.
• Possess basic understanding of practice logistical specifics in order to provide backup support to technical staff when rooms need to be loaded or patients need to be discharged and primary staff members are otherwise occupied.

Requirements

• Previous experience working in veterinary practice or a customer-facing role in another organization.
• Must have excellent written and verbal communication skills.
• Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Must have exceptional telephone and computer skills.
• Must be a team player willing to learn new techniques and treatments, offer creative ideas, and accept change.
• Preferred: Previous experience using a Practice Management System