Customer Service Representative II

Talentify; Sumner (WA); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical, Vision, Dental insurance

401(k)

Health Savings Account

Paid time off

Employee discounts

Job summary

National Veterinary Associates (NVA) is seeking a Customer Service Representative to join our hospital team. You will work closely with the CSR Manager, supervise receptionist staff, and ensure high-quality veterinary care across client interactions and operational flow.

The role requires at least 3 years in customer service, strong communication, and the ability to manage multiple tasks in a dynamic hospital environment. Full-time with potential off-site trainings and leadership meetings.

Qualifications

• Minimum 3 years of customer service experience.
• Excellent communication and ability to work in a fast-paced environment.
• Ability to handle upset clients with professionalism and empathy.
• Proficiency with Microsoft Office and basic computer skills.

Responsibilities

• Answer incoming calls and manage scheduling.
• Support hospital operations and ensure quality client service.
• Verify client/patient details and update records in the system (EzyVet, Smartflow).
• Escalate issues to CSR Manager and follow up as needed.
• Assist with cash handling protocols and training of staff on cash management.

Skills

Customer service

Communication

Problem solving

Time management

Upset client handling

MS Office

Tools

Practice management software

Job description

Job Description

In addition to the responsibilities outlined below, the Customer Service Representative (CSR) is an invaluable member of the hospital team who works directly with the CSR Manager, supporting client services staff, members of the hospital, grooming, and lodging teams. This individual has oversight of the Receptionist staff to ensure productive and quality veterinary care are given at all times. This position entails a full time work schedule (minimum 32 hours), with the flexibility to attend monthly Leadership meetings and potentially off site training sessions.

Job Responsibilities

• Performs all duties of a CSR, including answering incoming calls, managing GP schedule, and handling incoming Emergency patients.
• Works with CSR Staff to ensure that all clients/patients are receiving quality care while maintaining a smooth flow of hospital operations.
• Every client/patient is being added to EzyVet correctly, and verification of email and phone numbers are being conducted
• Every client / patient is being added to the correct whiteboard in Smartflow in a timely manner
• Demonstrates and reinforces the highest level of client service
• Resolves client issues and escalations, and works with CSR Manager to ensure appropriate follow up is had
• Responsible for verifying the accuracy of logged cash transactions and ensuring staff is properly trained on cash management protocols
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
• Conducts self with the highest level of professionalism and discretion in regards to private information or coaching conversations.
• Must be able to work from a seated position for extended periods of time. The constant use of desktop computer and phone or headset is required.
• Occasionally must be able to assist clients into the building by either carrying pets or leading pets on a leash
• Position may require walking, standing or climbing stairs throughout the shift

Skills and Basic Qualifications

• Must have 3 years Customer Service experience.
• Manage time and tasks appropriately and remain flexible with assigned duties.
• Along with a positive attitude and a high degree of energy, you will have excellent communication skills, and work effectively in a fast-paced environment.
• Takes personal accountability for mistakes, errors in judgement, and professionalism. Is able to take feedback on performance and move forward by correcting the behaviors or mistakes in the future.
• Demonstrable skills with complex problem solving, active listening, critical thinking, time management and decision making skills that are aligned with hospital policy, client and patient interest, and staff experience.
• Ability to effectively handle and control upset clients.
• Basic computer skills i.e. Microsoft Office suite (Previous practice management software knowledge preferred).
• Must be able to handle the physical and emotional aspect of work in a veterinary hospital environment.
• Commitment to ongoing educational development and growth
• Model a professional and courteous manner with staff and clients. Treats all staff and clients with respect, even in moments of high emotion or stress.

Compensation

• Base hourly rate of $17.00 - $21.00 DOE
• Eligible for periodic bonus (where applicable)

Full Time Employees are eligible for benefits including:

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose

Give pets and the people who love them more quality years together

Mission

Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values

Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

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.