What are the responsibilities and job description for the Customer Service Representative position at NVA?
Description & Requirements
East Brook Animal Hospital is currently expanding our team and seeking a dynamic, motivated individual to join us as a Customer Service Representative. We consider our client service representatives as essential members of our team, as they are often the first and last impressions our clients have.
Position Overview:
This position requires an ambitious individual who will provide the best possible representation of themselves, our team, and the hospital. This ideal candidate will be outgoing, personable, and enjoy interacting with others to ensure an excellent client experience at all times. This role demands a genuine passion for people, animals, and exceptional service personality, and organizational skill set.
Our environment can be fast-paced and sometimes emotionally demanding, so the ability to multitask and maintain composure is essential. Responsibilities will include, but are not limited to, answering phones, scheduling appointments, managing in-person transactions, assisting clients on the phone in emergencies, educating clients about procedures and treatments, preventatives, and acting as a liaison between our staff, doctors and clients.
Core Responsibilities:
• Provide outstanding customer service and building positive relationships with clients and their pets.
• Answer phones and respond to emails in a professional, timely manner.
• Schedule appointments and manage clinic appointments efficiently.
• Assist with in-person client transactions, including payments and pet check-ins/outs.
• Educate clients on procedures, treatments, and basic pet care information.
• Assist in handling urgent or sensitive situations with empathy and clarity.
• Support the medical team by relaying important medical information to doctors and keeping patient records up to date.
• Maintain a clean, organized, and welcoming environment for clients and staff.
Essential Skills and Experience:
• Must enjoy working with people, animals, and be motivated in a team-oriented environment.
• Ability to handle a fast-paced, high-demand setting with multitasking and effective time management.
• Previous experience in a customer service role is required; experience in the veterinary field with PIMS knowledge is preferred. Familiarity with veterinary terminology and veterinary terminology is a plus.
• Basic knowledge of office software (e.g., Microsoft Office, word, excel) and medical based systems.
• Excellent communication skills and a warm, friendly demeanor.
• Ability to stay calm and provide clear direction in emotionally charged situations.
• The ability to pick up and carry 50 lbs., bent, reach and kneel
The capability to climb multiple stairs in a day
Sit, Stand and walk multiple times in a day
Self-motivated, dependable, and dedicated to providing excellent service.
East brook Animal Hospital, NVA are 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.
