Client Services Representative

About the Role

A Client Services Representative focuses on client service and communication. This role is the first point of contact in the clinic, responsible for creating positive first and last impressions. The Client Services Representative supports veterinarians and the hospital team in daily patient and client care, communicating with clients in person, by phone, email, and other online platforms.

Key Responsibilities

• Greet clients and pets by name.
• Answer telephones promptly and professionally using a multi-phone line system.
• Route phone calls to appropriate staff/office, including taking messages.
• Answer general client questions about surgeries, veterinary services, and products (flea/tick/heartworm preventatives, vaccines, pre-anesthetic testing, pain management and other medications, shampoos, home dental products, and other retail items).
• Provide advice about wellness prevention and diseases.
• Provide phone shoppers with a description of services and prices.
• Receive and send faxes.
• Ensure the reception area has current reading materials, is clean, and odor-free, including cleaning up after pet accidents.
• Update client information (phone number, address, etc.) in both the chart and computer at client check-in.
• Retrieve and file patient medical records.
• Schedule appointments according to hospital guidelines.
• Make appointment confirmation calls.
• Aid technicians in filling refill requests and review instructions with clients.
• Communicate doctors’ recommendations when checking out clients.
• Discuss financial policy with clients.
• Enter accurate charges into the computer.
• Explain invoices to show value for care provided.
• Collect payment at the time of provided services, including making change for cash payments, processing credit cards, and CareCredit.
• Verify patient vaccine status for appointments.

Requirements & Tech Stack

• Multi-phone line system
• Computer
• Faxes

Qualifications

• Exceptional client service and communication skills.
• Ability to multi-task.
• Ability to handle payments and financial issues.
• Friendly attitude.
• Confidence to deal with stressful situations.
• Dependable individual.

Schedule

• Full-time, Monday through Friday, 7:30 AM to 5:30 PM.
• NO Weekends.
• NO On-call.

Eligible for periodic bonuses (as applicable).