Client Service Representative (CSR)

Department: Receptionists

Employment Type: Part Time

Location: Cookeville, Tennessee

Compensation: $13.00 - $16.00 / hour

Description

Flatt Veterinary Clinic is a reputable and compassionate veterinary care provider dedicated to delivering exceptional medical services and client support. Our team is committed to enhancing the well-being of pets through top-quality veterinary care and a supportive, client-focused approach. We are seeking a skilled veterinary Customer Service Representative to join our front office team and contribute to our mission of providing outstanding care and service.

We are looking for a detail-oriented and proactive veterinary Customer Service Representative to join our front office team on a part-time basis. The ideal candidate will bring a strong background in customer service, with a preference for experience in veterinary or medical settings. This role is critical to ensuring efficient clinic operations, delivering superior client experiences, and supporting our veterinary team in delivering high-quality care.

Key Responsibilities

Client Engagement: 

• Provide exceptional service to clients, ensuring a positive and professional experience.
• Greet clients and their pets with warmth and empathy upon arrival at the clinic.
• Address client inquiries about services, procedures, and clinic policies with accuracy and professionalism.

Communication Management:

• Efficiently handle incoming phone calls, addressing client needs and managing appointment requests.
• Provide detailed information and guidance on veterinary services, procedures, and health-related questions.
• Relay pertinent information between clients and veterinary staff, facilitating clear communication.

Appointment Coordination:

• Schedule, confirm, and manage appointments for veterinary consultations, treatments, and follow-up visits.
• Optimize the appointment schedule to enhance clinic workflow and reduce wait times for clients and patients.

Check-In/Check-Out Process:

• Oversee the check-in and check-out procedures, including collecting payments, processing transactions, and issuing receipts.
• Accurately record and update client and patient information in the clinic’s electronic medical record (EMR) system.

Administrative Support:

• Assist with various administrative tasks, including filing, data entry, and maintaining accurate patient records.
• Prepare client and patient information for the veterinary team to ensure smooth transitions between appointments.

Client Relations and Problem Resolution:

• Handle client concerns, complaints, and requests with empathy and efficiency.
• Resolve issues promptly and escalate complex matters to management or the veterinary team when necessary.

Support for Veterinary Team:

• Collaborate with veterinarians, technicians, and support staff to ensure cohesive and efficient clinic operations.
• Assist the technical team with administrative and clerical tasks as required to support patient care.

Skills, Knowledge & Expertise to be Successful

Client Engagement: 

• Provide exceptional service to clients, ensuring a positive and professional experience.
• Greet clients and their pets with warmth and empathy upon arrival at the clinic.
• Address client inquiries about services, procedures, and clinic policies with accuracy and professionalism.

Communication Management:

• Efficiently handle incoming phone calls, addressing client needs and managing appointment requests.
• Provide detailed information and guidance on veterinary services, procedures, and health-related questions.
• Relay pertinent information between clients and veterinary staff, facilitating clear communication.

Appointment Coordination:

• Schedule, confirm, and manage appointments for veterinary consultations, treatments, and follow-up visits.
• Optimize the appointment schedule to enhance clinic workflow and reduce wait times for clients and patients.

Check-In/Check-Out Process:

• Oversee the check-in and check-out procedures, including collecting payments, processing transactions, and issuing receipts.
• Accurately record and update client and patient information in the clinic’s electronic medical record (EMR) system.

Administrative Support:

• Assist with various administrative tasks, includi