Customer Service Representative

WashingtonAveVet; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

WashingtonAveVet is seeking a friendly Front Desk/Customer Service Representative to join our veterinary team. You will greet clients, answer questions about services and costs, and help coordinate appointments while maintaining accurate patient records.

The role requires strong communication, the ability to multitask in a busy environment, and a genuine passion for animal care. Prior veterinary experience is a plus, and you’ll work closely with doctors and technicians to ensure a smooth patient

Qualifications

• High school diploma or equivalent.
• Minimum 3 years of customer service experience.
• Proficiency with Microsoft Office Suite and Google Docs/Sheets.
• Ability to lift 30 lbs and sit/stand for long periods.
• Experience in animal-related industry preferred but not required.

Responsibilities

• Answer client inquiries about services and costs.
• Educate clients on discharge instructions and aftercare.
• Recognize urgent/critical cases.
• Handle cash transactions and explain payment policies.
• Verify and update client and patient records in the system.
• Maintain a clean, organized front desk and waiting area.
• Schedule management and appointment coordination.
• Communicate effectively via clinic texting platforms.

Skills

Customer service mindset

Communication skills

Multitasking

Time management

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Google Docs/ Sheets

Job description

POSITION REQUIREMENTS

• Educational
• High school diploma or equivalent
• Strong working knowledge of Microsoft Office Suite, Google Documents/ Sheets Experience
• Minimum of 3 years of experience in customer service
• Significant experience with basic office functions in a busy environment
• Prior experience in animal related industry is preferred but not required
• Personal
• Flexibility in schedule and ability to cover other CSR’s shifts
• Quickly learn how to pronounce, define and spell commonly used veterinary terminology
• Perform basic computer skills
• Ability to lift 30lbs
• Ability to sit for long periods of time
• Ability to stand for long periods of time
• Ability to tolerate noise and odor As an employee in a veterinary office we often deal with barking dogs, crying cats and noxious odors, chemical or otherwise.
• Reasoning Ability
• Ability to apply common sense understanding to carry out instructions furnished in written or oral.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to use initiative to effectively deal with variable situations in the reception area; employees or clients. Must be a solution seeker.
• Mathematical Skills
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to reconcile the cash drawer to software reports.

ESSENTIAL FUNCTIONS

• Veterinary knowledge
• Can answer client’s inquiries about services we provide, and the expense involved
• Can educate clients on medically documented discharge instructions.
• Ability to recognize critical cases
• Cash handling and payments
• Able to accurately explain payment policy and accepted forms of payment
• Able to accurately explain and collect deposits
• Hospitality
• Ability to bond with clients and patients
• Ability to maintain a positive environment for our clients
• Schedule Management
• Ability to logically schedule appointments
• Ability to recognize gaps in the schedule and address them with management accordingly
• Ability to schedule same day urgent care to avoid bottle necking.
• Computer knowledge
• Proficient in using veterinary-specific medical record platforms for entering notes, updating patient histories, and processing medications.
• Comfortable navigating online scheduling systems to book, adjust, apply deposits and confirm appointments.
• Able to communicate effectively through clinic texting platforms to engage with clients and provide timely updates.
• Capable of learning and adapting to new software and technology tools used in a veterinary setting.
• Responsible for making client compliance calls to follow up on treatment plans, medication refills, and recommended services.
• Telephone skills
• Receives and relays telephone, text and email messages accurately and promptly
• Answers phones promptly and in a professional and friendly manner
• Personal conduct
• Can maintain positive, cooperative relationships with other employees
• Gives respect to coworkers even when busy or hectic
• Report any personnel issues to Client Service Lead
• Client communications
• Can conduct oneself in a confident and professional manner
• Can turn future clients (price shoppers) into clients through relationship building and bonding
• Ability to explain Authorization Forms
• Facility maintenance
• Ability to maintain a clean and organized front desk and waiting area at all times
• Is always concerned with practice appearance and promptly tends to any areas of concern
• Ensure compliance for daily, weekly, and monthly to-do lists for receptionists
• Medical record management
• Can accurately verify client and patient chart information
• Oversees medical records to ensure completeness and corrects any mistakes
• Ability to explain Urgent care/Critical Care Authorization
• Time management
• Understands what task must be prioritized and can multitask
• Refrains from excessive conversation that distracts from the task at hand
• Create and maintain front desk manual
• Other
• Attend all hospital meetings
• Assist in training of team members.
• Support the training of new hires and assist the lead with onboarding and skill development
• Performs other duties as assigned by the Practice Manager, Lead Technician or Doctor’s
• This is not an all-inclusive list, but rather an overview

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 our 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.