Customer Service Representative

National Veterinary Associates; Kodiak (AK); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with employer match

Paid time off

Job summary

National Veterinary Associates is seeking a compassionate Client Service Representative for Kodiak Veterinary Clinic. This role focuses on delivering excellent client care, handling reception, records, scheduling, and payments with professionalism and a calm demeanor.

The CSR will support veterinarians and clinic staff, manage communications, and help maintain accurate client records while ensuring a positive experience for pet owners in a busy clinic setting.

Qualifications

• High school diploma or equivalent.
• Customer service experience required.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Exceptional interpersonal communication skills.
• Ability to work independently on assigned tasks.

Responsibilities

• Provide friendly, quality client care to patients and clients.
• Receive calls, emails, and texts and respond promptly.
• Schedule appointments and collect necessary data from clients.
• Prepare forms in advance when possible.
• Refer clients to medical staff for questions/concerns.
• Follow hospital policies when referring emergencies.
• Determine injury/illness and reassure distressed pet owners.
• Check immunizations and tests are current and update as needed.
• Greet clients in a professional, friendly manner.
• Review discharge charts and schedule follow-up appointments.
• Explain veterinary recommendations during checkout.
• Collect lab specimens and submit to appropriate staff.
• Update client files and prepare New Client and instruction documents.
• Process payments and manage cash drawer end-of-day.

Skills

Organizational skills

Verbal communication

Written communication

Interpersonal communication

Independent work

Education

High school diploma or equivalent

Customer service experience

Job description

The purpose of this position is to ensure that client service excels at Kodiak Veterinary Clinic (KVC). The CSR is the first and last contact with the hospital and is key to creating lasting positive impressions. The responsibility of a CSR is to perform primarily clerical tasks related to animal care and to provide miscellaneous support to the veterinary practice manager(s) and health care team. These service functions include, but are not limited to, reception (in-clinic clients, telephone, and email), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing, appointment scheduling, and mail service. The CSR must have exceptional communication skills (both verbal and written), computer literacy, ability to multitask, friendly attitude, and confidence to deal with stressful situations.

PRIMARY JOB RESPONSIBILITIES

• Provide friendly, quality client care to the patients and clients.
• Receive incoming calls, emails, and text messages, while making sure to respond promptly.
• Schedule appointments, obtaining all necessary data concerning the parent and owner.
• Prepare all required forms in advance when possible.
• Know when to make "client communications" for client questions/ concerns that should be addressed by a medical professional.
• Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms.
• Determine nature of injury/illness and attempt to reassure distressed pet owners.
• Determine whether immunizations and/or tests are current.
• Recommend update of necessary immunizations and/or tests to clients when applicable.
• Check clients in - Greet clients in a professional, friendly, hospitable manner.
• Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary.
• Echo medical recommendations made by veterinarians when checking out clients.
• Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.
• Assist in the updating of client files; prepare and address New Client, Surgery Confirmation/ Instruction
• Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, run end of day transactions.
• Clean up after pets’ accidents in reception area, exterior sidewalks, and parking lot whenever possible.
• Perform other duties as assigned.

REQUIRED EDUCATION, SKILLS, AND KNOWLEDGE

Education and Experience

• High school diploma or equivalent
• Customer service experience

Skills

• Possession of strong organizational skills.
• Excellent verbal and written communication skills.
• Possess exceptional interpersonal communication skills.
• Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

Knowledge

• Knowledge of computers and relevant software applications including MS Office (Word).
• PREFERRED: Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• PREFERRED: Knowledge of the meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports.

NOTE:

While veterinary medicine/hospital knowledge is preferred, the right candidate can/will be trained to sufficiently perform the role.

WORK ENVIRONMENT

While performing the duties of this job, the employee may be exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; and possible exposure to contagious diseases.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward.

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.