Customer Service Representative

Essential Responsibilities

Client Service

• Greet clients and their pets warmly and professionally upon arrival.
• Provide courteous, compassionate, and respectful service to every client.
• Answer client questions and direct medical or veterinary questions to the appropriate veterinary team member.
• Communicate clinic policies, procedures, fees, and recommendations accurately.
• Maintain a calm and professional demeanor when dealing with upset, frustrated, or difficult clients.
• Protect client confidentiality and handle sensitive information appropriately.
• Build positive relationships with clients and encourage continued use of Oakdale Veterinary Center for their pets’ care.

Telephone & Communication

• Answer incoming telephone calls promptly and professionally.
• Schedule appointments according to clinic protocols and available appointment types.
• Accurately document telephone messages and ensure they are directed to the appropriate team member.
• Return or assist with client calls as assigned.
• Communicate clearly with clients regarding appointment preparation, follow-up instructions, prescription/refill requests, and other non-medical needs.
• Monitor other forms of client communication, including electronic messages, as assigned.

Appointment & Patient Flow

• Schedule appointments efficiently while considering doctor availability, appointment types, staffing, and patient needs.
• Check clients and patients in and out accurately.
• Obtain and verify current client and patient information.
• Assist with maintaining an organized and efficient lobby and reception area.
• Communicate with the veterinary team regarding patient arrivals, client concerns, and scheduling needs.
• Help maintain appropriate patient flow during busy periods.

Payments & Financial Responsibilities

• Accurately process payments using approved payment methods.
• Provide clients with invoices and explain charges when appropriate.
• Handle cash, credit/debit card transactions, and other approved forms of payment accurately.
• Process financing or payment-plan options according to clinic procedures.
• Maintain accuracy when handling money and client accounts.
• Address billing questions professionally and involve management when necessary.

Medical Records & Administrative Duties

• Maintain accurate client and patient information in the practice management system.
• Enter information accurately and completely.
• Assist with updating client contact information, vaccination records, and other administrative information.
• Process prescription and food refill requests according to clinic procedures.
• Assist with medical record requests and other administrative tasks.
• Maintain organized documentation and follow established clinic procedures.

Teamwork & Clinic Operations

• Work cooperatively with veterinarians, veterinary technicians, assistants, management, and other CSR team members.
• Communicate effectively with the back-of-house team to keep patient care and client service running smoothly.
• Assist other areas of the clinic when needed and when appropriate to the position.
• Maintain a clean, organized, and professional reception area.
• Follow opening, closing, cleaning, and other assigned front-desk procedures.
• Participate in staff meetings, training, and continuing education as required.
• Follow all Oakdale Veterinary Center policies and procedures.

Client Service Expectations

Every CSR is expected to:

• Treat clients and coworkers with professionalism and respect.
• Maintain a positive and approachable attitude.
• Listen carefully before responding to client concerns.
• Avoid arguing with or speaking disrespectfully to clients or coworkers.
• Recognize when a situation should be escalated to the Practice Manager or another member of management.
• Maintain appropriate boundaries with clients while still providing compassionate service.
• Present a professional image of Oakdale Veterinary Center at all times.

Qualifications

Required

• High school diploma or equivalent.
• Previous customer service, reception, veterinary, medical, or animal-care experience preferred.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable working with computers and learning veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Ability to work effectively as part of a team.
• Dependable attendance and punctuality.

Preferred

• Previous veterinary hospital or animal-care experience.
• Familiarity with veterinary terminology.
• Experience with veterinary practice-management software.
• Experience handling difficult or emotional client interactions.
• Knowledge of basic veterinary services, preventive care, and common client questions.

Physical & Work Environment

This position is performed in a busy veterinary hospital environment and may require:

• Standing and walking for extended periods.
• Sitting at a reception desk for portions of the workday.
• Bending, reaching, and lifting as needed for routine clinic duties.
• Occasional interaction with dogs, cats, and other animals.
• Working around animal noise, odors, cleaning products, and medical equipment.
• Remaining calm and professional during periods of high client volume or increased clinic activity.

Performance Expectations

Success in this position is demonstrated through:

• Consistently professional and compassionate client interactions.
• Accurate scheduling, payments, records, and communication.
• Effective teamwork between the front desk and medical team.
• Reliable attendance and punctuality.
• Ability to remain organized and productive during busy periods.
• Appropriate handling and escalation of client concerns.
• Following Oakdale Veterinary Center procedures and expectations.
• Contributing to a positive, respectful, and team-oriented workplace.

Team Culture

• Must be able to work hard, laugh often, and have fun with the team. Veterinary medicine can be stressful, so we value people who can keep a positive attitude, enjoy a good laugh, and contribute to a workplace where everyone genuinely enjoys coming to work.

Equal Opportunity

Oakdale Veterinary Center is committed to maintaining a professional workplace where employees are treated with respect and where clients receive consistent, compassionate care.

Compensation & Benefits

• Starting Pay: $16.00 per hour
• Health Insurance: Health insurance benefits are available to eligible employees.
• Paid Holidays: Eligible employees receive paid holidays in accordance with Oakdale Veterinary Center's holiday policy.
• 401(k): Eligible employees have access to the company 401(k) and retirement savings plan.
• Employee Pet Benefits: Employees receive discounts on eligible veterinary products and services for their personal pets, subject to clinic policies.

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 ser