Veterinary Client Service Representative

Mill Valley Veterinary Clinic -

The Client Service Representative or CSR is an essential member of the Veterinary Team as they

provide administrative and organizational support. The CSR helps to develop policies and

procedures alongside the Practice Manager in order to improve on clinic performance and

efficiencies. The CSR participates in training of new hires and current staff and personal

development.

The CSR is responsible for overseeing the day-to-day operations of all client services helping

assure ideal productivity and customer care. Their goal is to foster both a positive and

comfortable environment for the public as well as demonstrate professionalism and compliance

for clinic policy. As the first and last point of contact for clinic visitors, the CSR demonstrates

excellent interpersonal communication, animal care knowledge, and a connection to the clinic’s

core values and mission statement.

Our ideal candidate is very team-oriented and works well on a multi-faceted team of doctors and

experienced veterinary support staff. We are looking for an individual who is enthusiastic and

interested in growing in their position, communicates well with clients and staff, and maintains a

positive attitude in stressful situations. We encourage a strong work-life balance and provide

flexibility with scheduling to ensure your needs are met.

Interested candidates can send a resume/CV, cover letter & references to

.

Essential Job Functions

Provide compassionate care to patients and clients to build relationships and enhance the

clinic’s reputation in the community

Greet clients and pets immediately upon arrival, determine reason for visit, ensure

updated registration forms are on file and inform clients of expected wait time

Alert management immediately of potential client, patient, or staff issues

Conduct oneself in a confident and courteous manner at all times including during

stressful situations

Ensure a pleasant, respectful and productive relationship with Veterinarians and all team

members

Demonstrate strong multitasking skills in a fast-paced, deadline-driven setting

Handles after life planning and care with compassion while following euthanasia

protocols

Assist in training staff on tasks/customer service initiatives/policies & procedures

Maintain a clean, safe and professional work environment including the appearance of

reception and waiting room area

Maintain office equipment and supplies, inform proper individuals when repairs and

supplies are needed

Ensure that checklists and daily housekeeping tasks are completed and initialed

Follow all leash handling guidelines to safely navigate dogs throughout the facility

Apply the use of specific language designed to communicate/reinforce behavior

expectations to dogs

Comply with verbal and written instructions communicated such as emails, lists,

color-coded signs

Maintain excellent attendance record with on-time arrival

Follow dress code guidelines; present in a neat, clean and hygienic manner at all times

Communications & Scheduling

Receive incoming phone calls

Check voicemail/return calls in a timely manner

Record complete phone messages or assign tasks to appropriate staff member

Schedule appointments effectively

Respond to routine medical questions such as vaccination protocols for puppies/kittens,

pre-surgery care requirements, fleas, intestinal parasites, etc.

Use salesmanship and product knowledge to suggest product options

Provide cost estimates for products and services including treatment plans, vaccinations,

and surgeries

Confirm routine appointments and surgeries for next business day including appropriate

instructions

Reschedule missed appointments

Determine the difference between urgent/routine appointment needs and schedules

accordingly

Files & Correspondence

Complete all client and patient forms; scans into records

Verify accuracy of information in hard file vs computer file; update as needed

Enter and verify patient charges

After patient visit, update reminders, schedule follow up and/or additional appointments

Provide client education, vaccine schedules, certificates, pre-surgery/discharge

instruction

Prepare surgical consent forms

Mail client correspondence including welcome, reminder, thank you, condolence letters

and surgical consent forms

Copy, mail, fax, email patient records at client request

Financial Responsibilities

Prepare invoice and receive payments

Reconcile cash drawer, print daily reconciliation in computer and credit card terminal

Collect credit card information from clients and record payments

Monitor accounts receivable and report outstanding accounts

Perform other duties as assigned including assisting in other areas/departments

Physical Demands

Standing, sitting, walking. balancing, crawling

Talking, hearing

Stooping, bending, kneeling, crouching

Reaching, handling, fingering, feeling

Color detection, motion and depth perception, near and far acuity

Job Hazards

Exposure to dog and cat bites and scrapes

Exposure to disease or infection

Exposure to contaminants

Restraining large animals in an agitated state

Frequent bending and lifting (see complete list of physical demands)

Must be prepared to cope with euthanasia and the trauma endured by medical

professionals who deal with illness, death and dying on a regular basis

Qualifications

Customer service experience- 1 year (preferred)

Veterinary or professional animal care experience- 1 year (preferred)

High school diploma or equivalent (required)

Outstanding interpersonal communication skills

Highly organized; able to multitask in a fast paced setting

Strong computer experience; learns new programs with ease

Comfortable interacting with animals of all breeds and sizes

Passionate about animal welfare; treats all animals with compassion and kindness

Follow rotating work schedule (e.g. nights, weekends and holidays)

Reliable and dependable; maintain excellent attendance and punctuality

Strong work ethic; sets high standards for self and others

Job Types & Benefits

Job types include full-time and part-time. Schedule requires weekday and weekend availability

with flexible hours. Competitive hourly pay. Benefits include:

Paid holidays

Paid vacation and personal time off

Health insurance and supplemental insurance including dental

Retirement plan with 3% employer match

Annual account credit for employee pets

Disclaimers

The above information has been designed to indicate the general nature of work performed by

employees within this classification. It is not designed to contain or to be interpreted as a

comprehensive inventory of all duties, responsibilities and qualifications required of employees

assigned to this job. Management reserves the right to revise the job description or require that

other tasks be performed or deleted in accordance with business needs.