The client service representative is the client's first contact when calling or visiting CVCA and as such represents the professional image of the practice to callers and visitors. The client service representative answers telephones, greets clients, prepares patient files and receives and relays client correspondence, updates client financial records. The exceptional client service representative has the ability to diffuse negative client situations and foster client bonding.
Essential Job Functions/Tasks

• Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks
• Answer client's inquiries about hospital policies, basic animal care questions, cost of routine procedures and products
• Maintain the appearance of the front office through cleaning and organization.
• Maintain positive, cooperative relationships with other employees
• Maintain positive, cooperative relationships with affiliated services
• Display tact and diplomacy with team members and clients even when busy or hectic
• Deal intelligibly, pleasantly and efficiently with clients, referring veterinarians and affiliated services, often doing several things at one time
• Answers telephones and handles calls quickly, efficiently and in a professional and friendly manner, using a multi-line telephone system
• Maintain and post messages for Doctors and Technician
• Process completed messages
• Assist and process prescription requests
• Schedules appointments
• Prepare for upcoming appointments by confirming appointments, obtaining patient paperwork.
• Discuss costs and financial options/concerns with clients
• Facilitate and process payment plans for clients
• Receives and relays telephone, fax, and email messages accurately and promptly.
• Receives and organizes digital documents in paperless format
• Greet clients, enters and/or updates client and pet information into practice computer system, and escort clients to the exam room when needed
• Discuss cost of services and financial concerns with owners and provide financial options with client
• Outline costs and fees in a positive light while supporting hospital payment policies.
• Prepare client invoices and obtain payments for services performed.
• Processing Payment plans for clients
• Accurately handle client and associated service payment transactions
• Maintain and monitor message board: posting messages for doctors and technicians, processing messages by contacting pcDVMs/clients and updating medical records as needed.
• Process "end of day" reports and financials
• Keeps the front desk running efficiently and smoothly even when there is a client wait time.
• Maintenance and troubleshooting of office equipment,computers, printers and credit card machines
• Understands and carries out oral and written directions
• Can turn phone-shoppers into clients through relationship building and bonding.
• Can easily remember clients and patients names and uses them
• Has good computer skills and shows accuracy in inputting details
• Performs other duties as assigned
• Some tasks may be added or removed from this list as deemed necessary for the safety and wellbeing of our patients

Education/Experience

• High school diploma or equivalent
• Minimum of 18 years old.
• Customer service background
• Minimum two years of experience working in a veterinary practice, desirable but not required
• Computer knowledge required. Comfortable with MS Word, MS Excel, Paint, photos, Google drive/sheets/docs, PDF/CutePDF, keyboarding, instant messaging and email.

Skills and Abilities

• Experience with basic office functions in a busy practice environment
• Accurately add, subtract, multiply, and divide, and compute rate, ratio, and percent.
• Can communicate in written form with proper grammar, punctuation and spell check
• Ability to maintain a high level of confidentiality
• Have excellent communication skills
• Ability to negotiate with difficult people and problem solve
• Ability to handle high call volume
• Adaptable to constant changes in work environment
• Can stay calm and efficient during a medical crisis
• Genuinely enjoys working with people and animals and is able to deal with animals even when they are stressed, ill or in pain
• Be flexible in attitude and work habits
• Is experienced in the teamwork approach and works well with all levels of hospital team members
• Ability to work four days a week; 10 hours shifts
• Physical Effort : Work requires lifting and carrying animals up to 40 pounds (will be assisted by other staff members in lifting animals over 40 lbs). Bending, stooping, crouching, kneeling, walking/standing for extended periods of time; frequently works in a bent position
• Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases

• Competitive salary, based on experience and expertise
• Discounted Veterinary Care
• Educational assistance for qualified teammates to enroll in AVMA-CVTEA accredited veterinary technician programs
• Teladoc
• Opportunity to make an impact in your community while tackling a challenging, variety of tasks and the ability to help animals among a great team of people!

Our team's continuous dedication has rewarded us with remarkable growth, and Southern Veterinary Partners now employs more than 8,000 employees nationwide. The organization's success has not gone unnoticed, landing us recognition as #19 on Newsweek's "Most Loved Workplaces" list in 2022. Additionally, we have ranked among Inc. 5000's List of "Fastest Growing Companies in America" (2018, 2019, 2020, 2021, and 2022) and the Birmingham Business Journal's "FastTrack 30" of the Fastest Growing Companies in Birmingham (2017, 2018, 2019, 2020, and 2021).