Customer Service Representative - Inver Grove Heights Animal Hospital

Lakefield Veterinary Group; Saint Paul (MN); On-site; USD 25,000 - 30,000; Full time

Job summary

Lakefield Veterinary Group in Saint Paul, MN seeks a Customer Service Representative to actively recruit new clients and promote hospital services. You will welcome clients and pets, collect history, and ensure smooth check-in and appointments to support the veterinary team.

You will answer questions, guide patients to the right staff, handle cash, and assist with prescriptions and retail products. The role emphasizes friendly, professional service and a commitment to preventative care and

Qualifications

• High School Diploma or GED required.
• 1+ years experience in retail sales or customer service preferred; experience in a medical facility desired.
• Basic knowledge of medical terminology.
• Basic proficiency with computers including Microsoft Office Suite.
• Strong customer relations and interpersonal skills.
• Ability to manage multiple tasks with diplomacy and tact.

Responsibilities

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun.
• Promote hospital services and products to existing and prospective customers.
• Welcome clients and pets and educate them about preventative care and pet health needs.
• Document and enter pet history and requested services in the practice management software.
• Direct the flow of clients and pets to ensure excellent client care and productivity.
• Answer basic questions and triage patient needs to the appropriate veterinary staff.
• Schedule appointments and follow-up exams in coordination with veterinarians.
• Assist clients with instructions, invoices, prescriptions, and retail products.
• Handle cash management and daily reconciliation of the cash drawer.
• Respond to complaints professionally and resolve issues to the client’s satisfaction.

Skills

Customer service

Communication

Microsoft Office Suite

Medical terminology

Education

High School Diploma or GED

Tools

Practice management software

Microsoft Office Suite

Job description

Position Summary

The Customer Service Representative (CSR) actively recruits new clients

Position Summary

The Customer Service Representative (CSR) actively recruits new clients
and promotes hospital services. Schedules client visits and drives the flow of clients and pets
through the hospital to aid the productivity of the veterinary medical team. Ensures good
communication with the clients, and coordinates the care of the pets, influencing clients to return
and refer their friends and families.

WHAT YOU’LL DO (Essential Functions)

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,

and Fun

• Maintain knowledge of the services the hospital provides and utilizes the information to

promote the hospital’s services and products to existing and prospective customers

• Welcome clients and pets, ensuring that they are comfortable in the hospital, and

educating the clients about preventative care and pet health needs

• Assist incoming clients. Document and enter the pet’s history, requested services, and

other pertinent information within the practice management software

• Direct the flow of clients and pets to ensure superior client care and maximum productivity

of the veterinary medical team

• Answer basic questions from clients on the phone and in person, act as an initial triage to

determine patient’s service needs. Refer the patient to the appropriate veterinary staff as

needed

• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and

veterinary staff as needed to ensure optimal scheduling

• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sells retail products
• Responsible for cash management including accepting payments for products and

services provided. Perform daily reconciliation of the cash drawer

• Respond to customer complaints in a professional, courteous manner and act satisfactorily

to resolve the problem

• Support a practice environment that promotes collaboration and teamwork to ensure the

delivery of quality, compassionate, effective, and efficient health care to pets

• Comply with all practice policies, quality assurance guidelines, and minimum standards of

care

• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications):

• High School Diploma or GED required

Professional Licenses/Certifications: None

Experience

• 1+ years experience in retail sales or customer service preferred
• Experience in a medical facility desired

Knowledge, Skills And Ability

• Ability to provide effective customer service principles
• Basic knowledge of medical terminology
• Basic proficiency with a variety of computer programs including Microsoft Office Suite
• Basic written, verbal, and active listening communication skills
• Strong customer relations and interpersonal skills
• Exercises tact and diplomacy in dealing with sensitive issues and situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Strong organizational and time management skills
• Effectively and quickly responds to requests in a proactive manner
• Strong attention to detail and high level of accuracy

Physical Demands

While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be
exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is
exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with
assistance. Must be able to work flexible hours including evenings and weekends.

SUPERVISORY RESPONSIBILITIES:

None

Compensation Range: $18 USD - $22 USD