Call Center, Customer Service Representative

The Call Center Customer Service Representative is responsible for delivering exceptional customer service while managing a high volume of inbound and outbound calls. The CSR supports clients by scheduling appointments, answering general inquiries, triaging concerns, and ensuring a smooth communication flow between clients and the veterinary team. Essential Duties & Responsibilities Answer incoming calls in a professional, courteous, and timely manner Schedule, confirm, and modify appointments accurately using practice management software Provide general information regarding services, hours, policies, and basic pet care guidance (non-medical advice) Follow up with clients regarding appointments, reminders, discharges, and general inquiries Keep accurate medical records in accordance with hospital policy Provide compassionate care to patients and clients: able to conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks Manage multiple communication channels, including phone, email, and online requests Maintain positive, cooperative relationships with other employees Maintain a professional appearance De-escalate client concerns with empathy and professionalism Handle incoming and outgoing mail Respond to incoming emails Perform other duties as deemed necessary Competencies Strong problem solving skills and the ability to multi-task Good time management and attention to detail Strong customer service skills Strong written and oral communication and comprehension skills Relationship building, collaboration and teamwork Writing, typing, and verbal skills Flexible work attitude and work habits Passion towards animal care Reliability and punctuality The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, and walk; also to talk and hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Lifting requirements vary based on demands outlined per department.

Benefits:

401k Matching Medical, dental, vision benefits. Mental Health Benefits Employee Discounts Holiday pay Paid time off Life insurance Disability Insurance On the job training Access to Online Educational Portal Staff Events Shift differentials of up to $3.50 more