Customer Service Representative (CSR) - Job Description

Reports To: Hospital Manager / Veterinarian

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for clients and is responsible for providing exceptional client service both in person and over the phone. This role supports the veterinary team by scheduling appointments, processing payments, managing medical records, and ensuring a positive client experience throughout their visit. CSRs are also accountable for maintaining front desk standards that create a welcoming, efficient, and professional atmosphere for clients and patients.

Essential Duties & Responsibilities

·• Greet clients warmly upon arrival and ensure a welcoming atmosphere.

·• Answer phones promptly and professionally, introducing yourself by first name.

·• Schedule appointments strategically to optimize doctor and staff efficiency.

·• Educate clients on hospital services, wellness plans, and preventive care.

·• Accurately check in patients and verify client/pet information.

·• Process invoices, payments, and maintain accurate financial records.

·• Maintain confidentiality of client and patient records.

·• Assist with medication refills, food orders, and prescription requests under DVM guidance.

·• Communicate clearly and empathetically with clients regarding patient status, wait times, and follow-up instructions.

·• Support the veterinary team by coordinating workflow between front desk and treatment areas.

·• Assist in maintaining cleanliness and organization of the facility.

Qualifications

·• Previous experience in customer service required, veterinary or medical office experience strongly preferred.

·• Excellent communication and interpersonal skills.

·• Ability to multitask in a fast-paced environment.

·• Strong computer skills and familiarity with scheduling software.

·• Ability to remain calm, compassionate, and professional during stressful situations.

Physical Requirements

·• Ability to remain standing or seated for extended periods of time.

·• Ability to lift up to 25 lbs occasionally.

·• Use of hands, phone, and computer keyboard throughout the day.

Work Environment

·• Work performed in a veterinary hospital environment with frequent interactions with animals.

·• Exposure to noise, odors, and occasional emotional situations with clients.

·• Fast-paced environment requiring flexibility and adaptability.

Core Competencies

·• Client service orientation.

·• Effective communication skills.

·• Teamwork and collaboration.

·• Conflict resolution and problem-solving.

·• Attention to detail and accuracy.

·• Empathy and professionalism.