Client Services Representative

Job Description

Job Summary

A Client Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. They’re patient, empathetic, passionately communicative, and they have a love to genuinely help people and their pets. The CSR ensures excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Job Duties and Responsibilities

· Receive and place calls to clients for the purpose of scheduling

· Prioritize multiple tasks in a calm, organized manner

· Maintain proper documentation through client and pet records, i.e. referral documentation, previous medical history received, etc

· Assist all clients by providing necessary instructions, information, and invoices, dispensing prescription items per the veterinarian’s instructions, and scheduling all future appointments

· Utilize hospital computer systems to document medical records and communicate with clients and teammates

· Manage the financial needs of the hospital by maintaining accurate balances through a collection of client transactions, following all cash and credit card handling procedures, and following proper opening and closing procedures

· Excellent customer service skills and an exceptional level of communication in a professional manner

· Advocate for pets through client education on preventative care, pet health needs, treatment recommendations, and all other hospital services/procedures

· Maintain a positive attitude in all interactions with clients, pets, and other teammates

· Demonstrate ability to show empathy toward clients and treat pets with compassion and respect

Qualifications:

· Utilizing standard office/business equipment

· Knowledge of veterinary medical terminology and procedures

· Flexible schedule, including some weekend and holiday shifts

· Ability to work independently on assigned tasks as well as to accept direction on given assignments

· Must possess strong verbal and written communication skills, good judgment, and the ability to manage stressful situations

Skills:

· Proficient computer skills and ability to learn veterinary practice management software

· Detail-oriented

· Ability to handle stressful situations

· Must be organized and display strong communication skills

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose: Give pets and the people who love them more quality years together

Mission: Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values: Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

- We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com

- We may also contact you via text message from an identified NVA representative for recruiting-related communication

- All job opportunities and applications are hosted on our official careers site: careers.nva.com

- There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.