Customer Service Representative Position Available In Philadelphia, Pennsylvania

Customer Service Representative Washington Avenue Animal Hospital 1920 Washington Avenue, Philadelphia, PA 19146 Client Service Representative Reports to: Practice Manager, Medical Director, Client Service Lead

POSITION OVERVIEW

The Client Service Representative is the client’s first contact when calling or visiting the practice and as such, represents the professional image of the practice to callers and visitors. The CSR answers telephones, greets clients, prepares patient files, receives and relays client correspondence, updates client financial records and completes daily assigned tasks. The exceptional CSR has the ability to diffuse negative client situations and foster client bonding.

POSITION REQUIREMENTS

Educational High school diploma or equivalent Strong working knowledge of Microsoft Office Suite, Google Documents/ Sheets Experience Minimum of 3 years of experience in customer service Significant experience with basic office functions in a busy environment Prior experience in animal related industry is preferred but not required Personal Flexibility in schedule and ability to cover other CSR’s shifts Quickly learn how to pronounce, define and spell commonly used veterinary terminology Perform basic computer skills Ability to lift 30lbs Ability to sit for long periods of time Ability to stand for long periods of time Ability to tolerate noise and odor As an employee in a veterinary office we often deal with barking dogs, crying cats and noxious odors, chemical or otherwise. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written or oral. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use initiative to effectively deal with variable situations in the reception area; employees or clients. Must be a solution seeker. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to reconcile the cash drawer to software reports.

ESSENTIAL FUNCTIONS

Veterinary knowledge Can answer client’s inquiries about services we provide, and the expense involved Can educate clients on medically documented discharge instructions. Ability to recognize critical cases Cash handling and payments Able to accurately explain payment policy and accepted forms of payment Able to accurately explain and collect deposits Hospitality Ability to bond with clients and patients Ability to maintain a positive environment for our clients Schedule Management Ability to logically schedule appointments Ability to recognize gaps in the schedule and address them with management accordingly Ability to schedule same day urgent care to avoid bottle necking. Computer knowledge Proficient in using veterinary-specific medical record platforms for entering notes, updating patient histories, and processing medications. Comfortable navigating online scheduling systems to book, adjust, apply deposits and confirm appointments. Able to communicate effectively through clinic texting platforms to engage with clients and provide timely updates. Capable of learning and adapting to new software and technology tools used in a veterinary setting. Responsible for making client compliance calls to follow up on treatment plans, medication refills, and recommended services. Telephone skills Receives and relays telephone, text and email messages accurately and promptly Answers phones promptly and in a professional and friendly manner Personal conduct Can maintain positive, cooperative relationships with other employees Gives respect to coworkers even when busy or hectic Report any personnel issues to Client Service Lead Client communications Can conduct oneself in a confident and professional manner Can turn future clients (price shoppers) into clients through relationship building and bonding Ability to explain Authorization Forms Facility maintenance Ability to maintain a clean and organized front desk and waiting area at all times Is always concerned with practice appearance and promptly tends to any areas of concern Ensure compliance for daily, weekly, and monthly to-do lists for receptionists Medical record management Can accurately verify client and patient chart information Oversees medical records to ensure completeness and corrects any mistakes Ability to explain Urgent care/Critical Care Authorization Time management Understands what task must be prioritized and can multitask Refrains from excessive conversation that distracts from the task at hand Create and maintain front desk manual Other Attend all hospital meetings Assist in training of team members. Support the training of new hires and assist the lead with onboarding and skill development Performs other duties as assigned by the Practice Manager, Lead Technician or Doctor’s This is not an all-inclusive list, but rather an overview 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. 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.