Customer Service Representative

Job Description

Customer Service Representative (CSR) - Job Description

Reports To: Hospital Manager / Veterinarian

Part-Time/One Saturday per month

Pay Range: $15-16.50

5750 N Lilley Rd, Canton Mi 48187

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for clients and is responsible for providing exceptional client service both in person and over the phone. This role supports the veterinary team by scheduling appointments, processing payments, managing medical records, and ensuring a positive client experience throughout their visit. CSRs are also accountable for maintaining front desk standards that create a welcoming, efficient, and professional atmosphere for clients and patients.

Essential Duties & Responsibilities

· • Greet clients warmly upon arrival and ensure a welcoming atmosphere.

· • Answer phones promptly and professionally, introducing yourself by first name.

· • Schedule appointments strategically to optimize doctor and staff efficiency.

· • Educate clients on hospital services, wellness plans, and preventive care.

· • Accurately check in patients and verify client/pet information.

· • Process invoices, payments, and maintain accurate financial records.

· • Maintain confidentiality of client and patient records.

· • Assist with medication refills, food orders, and prescription requests under DVM guidance.

· • Communicate clearly and empathetically with clients regarding patient status, wait times, and follow-up instructions.

· • Support the veterinary team by coordinating workflow between front desk and treatment areas.

· • Assist in maintaining cleanliness and organization of the reception area.

Qualifications

· • High school diploma or equivalent required; associate’s degree preferred.

· • Previous experience in customer service required, veterinary or medical office experience strongly preferred.

· • Excellent communication and interpersonal skills.

· • Ability to multitask in a fast-paced environment.

· • Strong computer skills and familiarity with scheduling software.

· • Ability to remain calm, compassionate, and professional during stressful situations.

Physical Requirements

· • Ability to remain standing or seated for extended periods of time.

· • Ability to lift up to 25 lbs occasionally.

· • Use of hands, phone, and computer keyboard throughout the day.

Work Environment

· • Work performed in a veterinary hospital environment with frequent interactions with animals.

· • Exposure to noise, odors, and occasional emotional situations with clients.

· • Fast-paced environment requiring flexibility and adaptability.

Core Competencies

· • Client service orientation.

· • Effective communication skills.

· • Teamwork and collaboration.

· • Conflict resolution and problem-solving.

· • Attention to detail and accuracy.

· • Empathy and professionalism.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

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.