CSR - Customer Service Representative
Description
Alpine Animal Hospital
Job Description: CSR
Client Service Representative
Position Overview
The purpose of this position is to provide outstanding client service. The Client Service
Representative (CSR)
Our Client Service Representatives (CSRs) are the heartbeat of our hospital! From
answering phones and emails to scheduling appointments and greeting clients, you’ll be
the go-to person ensuring smooth operations. You’ll also differentiate between routine
visits, urgent care, and emergencies, all while managing payments and maintaining
essential communication between clients and the veterinary team.
CSRs thrive in a fast-paced, client-focused environment, handling multiple tasks with
ease, professionalism, and a smile. You’ll be the friendly face clients first see and the
reassuring voice they rely on. Your calm, compassionate demeanor, even in emergencies,
leaves a lasting positive impression, making this role absolutely critical to our success.
Be prepared for the occasional messy situation—think loud noises, strong odors, and
possibly a scratch or two—but your love for animals and people will make it all worthwhile.
Reporting to the Lead CSR and Practice Manager, you’ll keep our operations running
smoothly with clear communication, empathy, and professionalism.
Primary Responsibilities
Telephone and Email Communications
Answers incoming telephone calls on a multi-line system, utilizing proper phone etiquette,
takes and routes messages for Veterinary Team, logs appropriate information in Client/
Patient Records. Follows established hospital guidelines for communicating with clients
in different situations, such as general inquiries, scheduling appointments, patient
emergencies and prescription refills. Handles basic questions regarding hospital services,
fees, and animal care and treatment in accordance with hospital policies. Appropriately
directs other questions and communication to a veterinarian.
Client Communications
From providing updates on pet health and relaying medical instructions, to discussing
invoices and reviewing client statements, you’ll be the go-to for clear and compassionate
guidance. You'll also manage appointment confirmations, pre-surgical instructions, and
maintain up-to-date client contact information, all while staying informed on the latest
wellness care standards. Your role is to keep clients informed and reassured!
Hospitality
As a CSR, you’ll be the friendly face welcoming clients and their pets to the practice. From
greeting them with a smile to offering coffee and ensuring they’re comfortable in the
waiting area, you set the tone for a positive experience.
You’ll monitor the appointment schedule, keep clients informed about wait times, and
personalize interactions by using both the client’s and pet’s names. Plus, you’ll distribute
new-client paperwork and gifts to make each visit feel extra special. Your hospitality
ensures that every client feels at ease from the moment they walk in!
Appointment Scheduling
You’ll monitor the appointment schedule, keep clients informed about wait times, and
personalize interactions by using both the client’s and pet’s names. Plus, you’ll distribute
new-client paperwork and facilitate their experience to make each visit feel extra special.
Your hospitality ensures that every client feels at ease from the moment they walk in!
Computer Skills and Office Equipment Usage
You’ll maintain accurate client and patient records, generate financial reports, and
manage our database using Vetspire, our Practice Management Software. Familiarity with
Microsoft Teams, general office equipment, and a digital fax system is also essential for
seamless communication and workflow.
Marketing and Client Education
You’ll promote hospital services, educate clients about preventive care and vaccinations,
and suggest products or services to keep their pets healthy and happy.
Procedures and Protocols
As a CSR, you’ll follow all hospital policies and procedures, from uniforms and grooming to
communication standards. You’ll be a key communicator, sharing basic patient preventive
care protocols with clients and staying informed about the hospital’s products and
services. You'll enhance your veterinary knowledge by engaging with in-house education,
training, and attending staff meetings.
Recordkeeping & Filing
You’ll accurately manage client and patient records, updating files, scanning documents,
and processing medical records requests. From retrieving files to purging inactive records,
you’ll ensure smooth recordkeeping operations.
Patient Admittance & Discharge
You’ll prepare client records before arrival, collect medical histories, and follow hospital
guidelines for patient admittance. In urgent situations, you’ll triage patients and relay vital
information to the medical team. At checkout, you’ll enter charges, provide discharge
instructions, medications, and schedule any necessary follow-up appointments.
Payment Processing and Reconciliation
As a CSR, you’ll handle all payment transactions with precision, processing cash, checks,
credit cards, and other payment methods. You’ll also manage the accurate invoicing of
coupons and gift certificates. At the end of each day, you’ll balance the cash drawer, run
daily reports, and prepare bank deposits, ensuring everything is reconciled before
presenting reports to the Practice Manager.
Additional Duties: You'll help keep the practice tidy by maintaining public areas,
restocking retail displays, and replenishing the refreshment area. You’ll also assist in
opening and closing the practice to ensure everything runs smoothly from start to finish.
Personal Conduct
As a CSR, you’ll be a key representative of the hospital, ensuring interactions with clients,
patients, and team members are always courteous, tactful, and positive. You’ll take the
initiative in your daily duties, offering to help during downtime, and stepping in to assist
other team members when needed.
Professionalism: You’ll adhere to your work schedule, clocking in and out promptly and
following hospital policies for attendance. With strong time-management skills, you’ll
organize your workspace, prioritize tasks, and remain calm under pressure to ensure
Recordkeeping Experience: Experience assembling patient records, obtaining
Energetic Work Ethic: Capability to stay focused and energetic throughout your
Familiarity with veterinary medical terminology and procedures, as well as general
Typing speed of 35 words per minute and experience using a 10-key adding
Personal efficiency.
Additional Duties: You’ll perform other tasks as directed, always ready to contribute
where needed.
Requirements
To excel in this role, you should have:
Education: A high school diploma or equivalent.
Office Skills: Knowledge of general office practices, CSR duties, and effective
telephone techniques.
Clerical Proficiency: Demonstrated ability to perform clerical tasks quickly and
accurately, including using a multiple-line telephone system and handling various
forms of payment.
Recordkeeping Experience: Experience assembling patient records, obtaining
information from clients, and accurately entering diverse data into patient records.
Self-Motivation: Ability to complete tasks independently within designated
timeframes.
Empathy and Compassion: A proven ability to show empathy toward clients and a
respectful, compassionate attitude towards animals.
Communication Skills: Excellent interpersonal communication skills and a
commitment to outstanding client service.
Physical Capability: Ability to lift objects weighing up to 40 pounds independently,
and over 40 pounds with assistance. Capacity to sit, stand, kneel, bend, and walk
for shifts that may exceed 10 hours.
Energetic Work Ethic: Capability to stay focused and energetic throughout your
entire shift.
Preferred Qualifications:
Familiarity with veterinary medical terminology and procedures, as well as general
computer skills.
Typing speed of 35 words per minute and experience using a 10-key adding
machine.
At least two years of recent experience in an office or medical setting, with
progressively increasing responsibilities.
Join our team and make a meaningful impact on our clients and their furry companions!