Veterinary Customer Service Representative

Job Description

Job Description

We are looking for a customer service representative (CSR) to join our team here at Thomasville Animal Hospital. We consider a CSR to be of the highest importance at our practice since the CSR is the client's first impression of the practice, on the phone and in-person, and are often their last impression as well. Veterinary receptionists or CSR must possess strong organizational skills, excellent telephone and in-person communication skills and have the ability to remain calm under pressure. CSRs must also have compassion for animals and their owners and understand the stress that patients and clients endure.

A general knowledge of veterinary medicine is preferred but not required. We have a training protocol in place in order to provide the necessary knowledge to grow in this industry. Customer service skills are a necessity.

Our practice goal is to treat our clients the way we would want to be treated. We feel like this this of utmost importance.

Core Responsibilities:

• Client Communications: Greet clients warmly, manage multi-line phone systems, and respond to emails or online inquiries.
• Appointment Management: Schedule and confirm consultations, surgeries, and follow-ups while triaging urgent cases to ensure efficient clinic flow.
• Financial Processing: Prepare invoices, explain service fees, process payments (cash, credit, or third-party plans like CareCredit), and reconcile daily transactions.
• Medical Recordkeeping: Maintain accurate digital or paper files, update patient histories, and process prescription refill requests with veterinarian approval.
• Client Education: Provide non-medical information on preventative care (e.g., vaccines, flea/tick control) and explain post-operative home care instructions.
• Clinic Maintenance: Ensure the reception area is clean and welcoming, which may include cleaning pet accidents or restocking retail supplies.

Required Skills & Qualifications

• Interpersonal Skills: High empathy for pet owners in stressful or emotional situations, such as emergencies or euthanasias.
• Multitasking: Ability to juggle ringing phones, check-ins, and administrative tasks in a fast-paced environment.
• Technical Proficiency: Experience with basic office tools, and veterinary practice management software is a plus.
• Physical Requirements: Ability to stand for long periods and occasionally lift or restrain animals weighing up to 40-50 lbs.
• Education: High school diploma or equivalent.
• Behavioral Competencies: High display of professionalism in appearance and actions including effective communication, punctuality, dependability, respect for others and quality work.

If you would like to further your career as a Customer Service Representative at our animal hospital please apply.