Customer Service Representative

CSR Responsibilities

Client Communication and Scheduling

• Prioritize and manage appointments across multiple platforms (phone, apps, online portals)

• Conduct outbound calls to re-engage lapsed clients, remind clients of upcoming appointments, and encourage compliance with their pets’ care

• Use digital tools like two-way messaging, email, and client apps for effective client communication

• Provide empathetic, professional support in all client interactions, including emergencies

Front Desk Operations

• Triage a multi-line phone system to manage client inquiries, schedule appointments, and process refills

• Oversee the lobby and facilitate an efficient check-in and check-out process, prioritizing appointments based on the needs of clients and their pets

• Facilitate clear communication between the medical team and clients regarding the care of their pets

• Maintain accurate and updated client and pet records in any electronic or paper systems

• Collect and process payments, manage financial transactions, and ensure accurate end-of-day reporting

Client Education and Retention

• Provide clients with information about their pets’ care, including wellness needs, treatment plans, and seasonal health topics that align with practice focuses

• Discuss available financing options to help clients make informed decisions about their pets’ care

• Support clients with pharmacy services, including online autoship enrollments and managing external pharmacy requests, to streamline their experience and encourage compliance

Qualifications and Requirements

• Friendly and professional phone and in-person communication and customer service skills

• Ability to manage multiple tasks and prioritize effectively

• Available to work weekends and holiday rotations as needed

• Preferred: Proficiency with computers and digital tools (experience with EMRs like Avimark or Pulse is a plus)

• Preferred: One year of customer service experience, especially in veterinary, medical, or similar fields

• Preferred: Knowledge of veterinary medical terminology and procedures

Benefits

• Career growth opportunities

• Comprehensive medical, dental, and vision insurance

• 401(k) matching

• Paid Time Off (PTO)

• 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.

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

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

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

• At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.