Client Services Representative

Job Description

About Heather Ridge Pet Hospital
Heather Ridge Pet Hospital is a full-service companion animal hospital that prioritizes compassionate care for pets and exceptional service for clients. Our goal is to foster lifelong relationships with our clients through dependable, honest, and empathetic care. We believe in continuous education and value the happiness of both our patients and our team members.

Job Summary
The Client Services Representative (CSR) is a vital part of the hospital team, working collaboratively with the Hospital Manager and medical staff to create a welcoming, efficient, and empathetic environment for both clients and their pets. The CSR provides dependable customer service and ensures a smooth experience throughout the hospital, building strong relationships with clients through honesty, empathy, and education.

Core Values in Action

· Dependability: Be a reliable point of contact for clients and a trusted team member. By consistently delivering on commitments, you help foster a sense of stability within the team, contributing to smooth operations and reducing stress for colleagues. Team members can depend on you to handle tasks efficiently, ensuring that patient care and client service run seamlessly.

· Relationships: Build and maintain meaningful connections not only with clients but also with your teammates. Positive relationships enhance collaboration, creating a supportive environment where everyone feels valued. Strong bonds with clients and colleagues contribute to long-term loyalty and a unified team that works toward shared goals.

· Happiness: Strive to create an uplifting experience for clients, their pets, and your fellow team members. Your positive attitude and focus on well-being contribute to a workplace where both clients and colleagues feel appreciated, supported, and motivated. A happy work environment boosts team morale, helping everyone to thrive.

· Honesty: Uphold integrity and transparency in every interaction with clients and colleagues. Honest communication builds trust within the team, encouraging open dialogue and effective problem solving. When colleagues can rely on each other's candor, it fosters a culture of accountability and mutual respect.

· Empathy: Approach every situation with understanding and compassion, considering the emotions and needs of both clients and your fellow team members. Demonstrating empathy strengthens the team dynamic, as colleagues feel supported during challenging moments. By fostering an empathetic culture, the team can better navigate difficult situations together, improving overall well-being and effectiveness.

· Education: Continuously educate clients about their pets' health and ensure your team members stay informed as well. Share knowledge generously with colleagues to promote professional growth and learning within the team. A focus on education empowers the team to stay at the forefront of best practices, enhancing both client service and team expertise.

Key Responsibilities

• Client Greeting and Support: Warmly welcome clients and their pets, assess their needs, and complete the check-in/check-out process. Build genuine relationships with clients, ensuring every interaction is rooted in honesty and empathy.
• Scheduling and Coordination: Manage appointments and schedules, ensuring clients and their pets receive timely and appropriate care, reinforcing dependability and reliability.
• Client Education: Provide owners with clear, compassionate guidance on their pet’s health, medications, and follow-up care. Ensure they understand the importance of preventive care and routine visits, promoting continuous education.
• Product Sales and Knowledge: Assist clients with over-the-counter product sales, ensuring you have a deep understanding of the products. Offer honest recommendations tailored to the pet's needs, supporting the client’s happiness and well-being of their pet.
• Financial Transactions: Accurately process payments and provide clear explanations of charges, ensuring transparency and honesty in all financial interactions.
• Emergency Protocols: Stay calm and dependable in emergencies, guiding clients on the best course of action and keeping the hospital staff informed.
• Hospital Appearance and Cleanliness: Maintain a clean, organized, and welcoming environment in the reception area, contributing to the happiness and comfort of both clients and team members.

Skills and Basic Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Prior client service experience is valued, but not required. Experience in a veterinary or medical setting is a plus.
• Strong organizational skills, with the ability to handle multiple tasks while maintaining attention to detail.
• Excellent communication skills, both written and verbal, rooted in empathy and honesty.
• Basic computer skills, including proficiency in Microsoft Office, email, and practice management software, experience with AVImark is a plus.
• Ability to work well within a team, fostering positive relationships with both clients and colleagues.
• A genuine passion for animals and a commitment to providing the highest level of care, ensuring both the happiness and well-being of our patients.

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.