Customer Service Representative

Essential Responsibilities Client Service * Greet clients and their pets warmly and professionally upon arrival. * Provide courteous, compassionate, and respectful service to every client. * Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member. * Communicate clinic policies, procedures, fees, and recommendations accurately. * Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients. * Protect client confidentiality and handle sensitive information appropriately. * Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care. Telephone & Communication * Answer incoming telephone calls promptly and professionally. * Schedule appointments according to clinic protocols and available appointment types. * Accurately document telephone messages and ensure they are directed to the appropriate team member. * Return or assist with client calls as assigned. * Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs. * Monitor other forms of client communication, including electronic messages, as assigned. Appointment & Patient Flow * Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs. * Check clients and patients in and out accurately. * Obtain and verify current client and patient information. * Assist with maintaining an organized and efficient lobby and reception area. * Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs. * Help maintain appropriate patient flow during busy periods. Payments & Financial Responsibilities * Accurately process payments using approved payment methods. * Provide clients with invoices and explain charges when appropriate. * Handle cash, credit/debit card transactions, and other approved forms of payment accurately. * Process financing or payment-plan options according to clinic procedures. * Maintain accuracy when handling money and client accounts. * Address billing questions professionally and involve management when necessary. Medical Records & Administrative Duties * Maintain accurate client and patient information in the practice management system. * Enter information accurately and completely. * Assist with updating client contact information, vaccination records, and other administrative information. * Process prescription and food refill requests according to clinic procedures. * Assist with medical record requests and other administrative tasks. * Maintain organized documentation and follow established clinic procedures. Teamwork & Clinic Operations * Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members. * Communicate effectively with the back-of-house team to keep patient care and client service running smoothly. * Assist other areas of the clinic when needed and when appropriate to the position. * Maintain a clean, organized, and professional reception area. * Follow opening, closing, cleaning, and other assigned front-desk procedures. * Participate in staff meetings, training, and continuing education as required. * Follow all Oakdale Veterinary Center policies and procedures. Client Service Expectations Every CSR is expected to: * Treat clients and coworkers with professionalism and respect. * Maintain a positive and approachable attitude. * Listen carefully before responding to client concerns. * Avoid arguing with or speaking disrespectfully to clients or coworkers. * Recognize when a situation should be escalated to the Practice Manager or another member of management. * Maintain appropriate boundaries with clients while still providing compassionate service. * Present a professional image of Oakdale Veterinary Center at all times. Qualifications Required * High school diploma or equivalent. * Previous customer service, reception, veterinary, medical, or animal-care experience preferred. * Strong verbal and written communication skills. * Ability to multitask and prioritize in a fast-paced environment. * Strong attention to detail and organizational skills. * Comfortable working with computers and learning veterinary practice-management software. * Ability to handle financial transactions accurately. * Ability to work effectively as part of a team. * Dependable attendance and punctuality. Preferred * Previous veterinary hospital or animal-care experience. * Familiarity with veterinary terminology. * Experience with veterinary practice-management software. * Experience handling difficult or emotional client interactions. * Knowledge of basic veterinary services, preventive care, and common client questions. Physical & Work Environment This position is performed in a busy veterinary hospital environment and may require: * Standing and walking for extended periods. * Sitting at a reception desk for portions of the workday. * Bending, reaching, and lifting as needed for routine clinic duties. * Occasional interaction with dogs, cats, and other animals. * Working around animal noise, odors, cleaning products, and medical equipment. * Remaining calm and professional during periods of high client volume or increased clinic activity. Performance Expectations Success in this position is demonstrated through: * Consistently professional and compassionate client interactions. * Accurate scheduling, payments, records, and communication. * Effective teamwork between the front desk and medical team. * Reliable attendance and punctuality. * Ability to remain organized and productive during busy periods. * Appropriate handling and escalation of client concerns. * Following Oakdale Veterinary Center procedures and expectations. * Contributing to a positive, respectful, and team-oriented workplace. Team Culture * Must be able to work hard, laugh often, and have fun with the team. Veterinary medicine can be stressful, so we value people who can keep a positive attitude, enjoy a good laugh, and contribute to a workplace where everyone genuinely enjoys coming to work. Equal Opportunity Oakdale Veterinary Center is committed to maintaining a professional workplace where employees are treated with respect and where clients receive consistent, compassionate care. Compensation & Benefits * Starting Pay: $16.00 per hour * Health Insurance: Health insurance benefits are available to eligible employees. * Paid Holidays: Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy. * 401(k): Eligible employees have access to the company 401(k) and retirement savings plan. * Employee Pet Benefits: Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies. 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.