Customer Service Representative Lead

Job Description

Position Overview

The Customer Service Representative (CSR) serves as a primary point of communication between Botetourt Veterinary Hospital and its clients. This role is essential to ensuring that pets’ medical needs are addressed accurately, efficiently, and compassionately. CSRs handle client inquiries, schedule appointments, manage front-desk operations, and support the overall flow and efficiency of the hospital.

As the frontline representative of BVH, the CSR confidently communicates the hospital’s commitment to high-quality veterinary care. The CSR is responsible for assuring clients that any questions or concerns that are unable to solve themselves will be addressed promptly by the appropriate team member. Communication occurs via phone, electronic platforms, and in person, always with professionalism, courtesy, and empathy.

The CSR plays a key role in managing time-sensitive tasks, multitasking during busy periods, and balancing client needs with hospital workflow. This position requires strong organizational skills, emotional intelligence, and the ability to remain calm and respectful in high-stress or emotionally charged situations.

Key Responsibilities

The CSR is responsible for controlling the flow of the hospital by managing appointments, answering telephone calls, and checking patients in and out. This role combines elements of customer service, crowd control, and operational efficiency.

CSRs also handle financial transactions, billing inquiries, and discussions of payment options. They serve as the first point of contact for financial matters before escalation to the Office Manager and/or Hospital Manager when necessary.

BVH is a hospital environment that experiences moments of joy, sorrow, humor, confusion, and frustration. Client emotions may run high, and the CSR must consistently demonstrate compassion, empathy, and professionalism—even when faced with difficult or discourteous interactions. Most often, clients simply want to feel heard and reassured that they and their pets matter.

The ideal CSR believes strongly in the quality of care provided by BVH and communicates this confidently to clients. This position requires a commitment to exemplary customer service, ongoing learning, teamwork, and a working knowledge of the hospital’s services and products in order to converse knowledgeably with clients.

Employment Details

This position may be full-time or part-time. Scheduled days and hours may vary based on hospital needs, and weekend availability is required. The role involves standing for extended periods, direct handling of pets (primarily dogs and cats), and moderate lifting of up to 35 pounds individually.

The CSR reports directly to the Office Manager and Hospital Manager.

Key Lead Responsibilities

In addition to providing excellent and expeditious client experience, coordinates and organizes client service work; assigns duties and monitors execution to ensure service standards are met; serves as working team lead to train lower level staff and provide performance feedback; responds to complex questions and addresses complex billing or payment matters. Partners with Hospital Manager on key performance indicators and hospital initiatives. Trains lower level staff to effectively screen and triage cases and follow scheduling protocols. Monitors client waiting area to ensure cleanliness. Upholds and ascertains completion of Daily, Weekly, and Monthly checklists. Documents and maintains client information, service data and other pertinent information within practice management software. Directs escalated matters to management. Minimum of 1-2 years related experience required.

Job Duties and Responsibilities

General Duties

• Follow established time clock procedures for clocking in and out at the beginning and end of each shift.
• Report to work on time and prepared for each scheduled shift.
• Open and/or close the front desk as assigned based on shift.
• Maintain a clean, organized, and professional front desk and lobby area at all times.
• Participate in maintaining a clean and sanitary hospital environment is a team effort, including appropriate cleaning and disposal of biological materials such as feces, urine, vomit, and blood.
• Monitor the online pharmacy and complete appropriate steps for prescription approvals, refills, and fulfillment.
• Phone in prescriptions to outside pharmacies as required, and accurately take Prescription Refill requests
• Monitor and respond to Ally DVM messages and hospital email communications.
• Manage Retention Calendar activities within Ally DVM i.e. paw prints.
• Complete sympathy, welcome, and thank-you cards in a timely manner.
• Make follow-up calls for patients.
• Make accurate, concise, and professional medical notes. Finalize notes appropriately and in a timely manner.
• Assist the Office Manager and/or Hospital Manager with special projects during slower periods.
• Assist clients with handling pets or carrying items to their vehicles when requested and when able.
• Assist kennel staff with walking dogs as needed, particularly during periods of heavy boarding or prior to opening on weekends.

Client Service Responsibilities

• Maintain a professional appearance and a calm, courteous demeanor with clients, visitors, and team members at all times.
• Answer incoming phone calls promptly and professionally.
• Clearly and accurately address client questions and concerns; when information is not immediately available, ensure appropriate follow-up by the correct team member.
• Greet clients promptly and courteously upon arrival to the hospital.
• Accurately identify clients and patients during check-in, check-out, and product pick-up.
• Create and maintain accurate client and patient records in Cornerstone.
• Identify and coordinate appropriate services and products needed for each patient visit.
• Ensure required forms are current, completed, and signed, including but not limited to veterinary disclosure forms, no-show policy forms, drop-off procedure forms, and boarding agreements
• Bring attention to patient alerts on the check-in sheet by circling the information.

• Distribute the check-in sheets to the appropriate boxes in the treatment room.
• Monitor the lobby and exam rooms in anticipation of clients being ready to check out.
• Accurately check out and collect payment for services and inventory sales.
• Review bills with owners to ensure that all medications/products and services are correct before accepting payment.
• Ensure appropriately scheduled appointments per time requirements, notations in chart, or type of appointment

Qualifications: Knowledge, Skills, and Abilities

Knowledge:

• Basic veterinary medical knowledge
• Telephone etiquette
• English language

Skills:

• Client services and interpersonal skills
• Basic computer skills (Microsoft Office, e-mail, Cornerstone)
• Basic math skills; ability to handle money and credit card transactions

Abilities:

• Professional and courteous communication
• Punctual
• Shows up on time and ready to begin each shift.
• Leaves at the appropriately scheduled time
• Willingness to learn
• Attention to detail
• Adherence to procedures and protocols
• Works well in a team environment
• Self-starter and able to work with minimal supervision

Qualification: Education/Experience:

• High school degree or equivalent preferred
• Prior CSR experience is not required but is a plus
• Minimum of 18 years old