Customer Service Representative - Aborn Pet Hospital

About this role

Aborn Pet Hospital is looking for an enthusiastic animal and people loving person who is also an organized person to join our CSR team. We are seeking full time and part time applicants. Our CSRs (Customer Service Representative) are responsible for answering the phones, scheduling appointments, greeting clients, admitting and checking out patients, processing payments, managing financial information, and communicating information between clients and staff.    Our ideal candidate will have at least one-year experience in a veterinary setting and a strong customer service background. If you possess an exceptional can-do, friendly, personality and have a desire to learn, come join our team! Experience using an electronic medical record system is a plus. The ideal candidate must have the ability to stay on task, be a positive role model, work energetically, have the ability to show empathy toward clients, have excellent interpersonal communication skills, and a commitment to outstanding client service.   Compensation will align with skill level and experience.  Range $20-25   Benefits: • 401k with match

• Outstanding benefit package including medical, vision, dental, life insurance, HSA and more! ( For Full Time employees )

• Paid time off and sick leave ( for full time employees)

• Veterinary service/product discounts

Requirements • Previous Experience in a veterinary hospital setting preferred

• Ability to work with clients and other team members in a customer service focused setting

• Willingness to train and develop other team members

• Ability to adapt to change and assist in other areas as needed.

• Ability to sit and stand for 8 hours per day

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.(FT)

• Generous paid time off and holidays, because your personal time matters. (FT)

• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees. 

Our General Job Description for CSR follows below: CSR Job Description     Position Overview   The purpose of this position is to provide outstanding client service. The Client Service Representative (CSR) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.    The CSR enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions. Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients. Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations.    Ultimately, it is the CSR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized. Must be able to withstand unpleasant odors and noises.    Reporting Structure   Directly reports to the CSR Team Leader and/or Practice Manager. Periodically receives direction from the Practice Manager and veterinarians.    Primary Responsibilities   Telephone Communication  • Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold. 

• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members. 

  Client Relations  • Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills. 

• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member. 

• Uses active-listening skills to obtain all necessary medical and personal information from the client. 

• Discerns any potential client problems, complaints, or questions and handles them appropriately. 

• Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies. 

• Communicates with clients as needed regarding invoices and the medical status of their pets. 

• Makes calls to clients on a timely basis from a call-back list. 

• Provides clients with any information or instructions they will need prior to their appointments. 

• Contacts clients to schedule discharge appointments and recheck appointments and confirms appointments and pre-surgical instructions. 

• Maintains knowledge of current wellness-care standards and common medical problems. 

• Maintains current client contact information. 

  Hospitality  • Welcomes clients and patients to the practice and makes them comfortable,

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