CSR - Customer Service Representative

Client Interactions: Join Our Team at Willow Glen Pet Hospital! Are you a dedicated and experiencedClient Service Representative (CSR) with at least 3 years veterinary clinic front desk experience?Willow Glen Pet Hospital is looking for a candidate who is passionate, detail-oriented, and can multi-task efficiently to join our team for thisfull-timeposition! In this vital role, you’ll assist our veterinarians and technicians, helping to deliver outstanding care to our patients. We are also looking for a candidate with flexible availability and able to work Saturdays. This position offers a unique opportunity to work in a dynamic, fast-paced environment where you'll gain valuable hands-on experience and make a real impact in the lives of animals. Our recently built 4,500 sq. ft. facility (March 2023) is designed for efficiency and comfort, allowing us to deliver top-quality care to our patients and an excellent experience for their families. We have three doctors and specialize in general practice care for cats and dogs, and we’ve proudly served the community for nearly a decade. Building and maintaining client relationships is a cornerstone of our practice, and strong communication skills are essential to our success. Our cohesive team thrives on collaboration, independence, and a shared passion for animal care—and we’re excited to welcome someone who embodies these values. If you’re knowledgeable, energetic, and dedicated to patient and client care, we’d love to hear from you! Apply today and take the next step in your veterinary career with us. JOB DESCRIPTION: Job Title:CSR FLSA Classification:Non-Exempt Salary/Pay Range: Vet Assistant:$18-$26/Hour (Based on Experience) Location:San Jose, CA Hospital Hours:Monday through Friday, 8 a.m. to 6:30 p.m., and Saturday, 8 a.m. to 5:30 p.m. Duties/Responsibilities: • Greets clients and their pets upon arrival and makes them feel welcome. • Answers phone calls, responds to inquiries, and provides information about the clinic's services. • Handles any client concerns with empathy and professionalism. • Creates a positive experience for both the pet owners and their pets. • Handles clients when upset or angry and appropriately involves a management team member when necessary. • Directs clients to the appropriate person if they have medical questions (no medical advice is to be given over the phone unless stated by a doctor). • Checks clients in and out in a timely manner. • Distributes any necessary forms or paperwork to clients and ensures their completion. • Ensures clients are not waiting longer than 10 minutes by paging assistants or technicians (making them aware clients are checked in/if running behind, updating clients accordingly). • Provides basic client education–explaining the importance of preventative care, vaccines, and surgical necessities. • Informs clients about appropriate estimates for routine procedures, clinic promotions, educational events, or updates. Appointment Management: • Answers phone lines professionally to schedule appointments, ensuring optimal flow for clients and medical staff. • Sends reminders to clients about upcoming appointments or follow-ups. • Manages cancellations, missed appointments, follow-ups, and rescheduling requests. • Calls clients to remind them of upcoming appointments and informs them of any preventatives or procedures necessary to their pet’s health. • Ensures reminder calls are made for exam appointments for the next day and documents accordingly. • Keeps appointment flow running smoothly, ensures teamwork, and uses considerate communication. Administrative Duties: • Maintains organization to keep workflow moving and attend to client needs. • Maintains accurate and up-to-date client and patient records. • Ensures records have accurate reminders. • Ensures all forms, such as client forms, are completed accordingly. • Processes payments and handles billing inquiries. • Efficiently navigates through Idexx Neo to perform the following functions: schedule appointments, check clients in and out, look up records of patients, input records into patient files, create invoices, and ensure accurate X-charge processing. Support Veterinary Team: • Assists with basic animal care or restraint if needed. • Collaborates with the veterinary team to optimize client service and care. • Calls prescriptions outside pharmacies on the same day the client or doctor requested. • Prepares in-house pharmacy refill requests for clients to pick up within 24 hours with prior doctor approval, adhering to exam and blood work protocols. • Ensures clients have all Rx and questions answered before checking them out (double-checks Rx medication). • Assists with monitoring clinic inventory, such as pet foods and front office supplies. • Relays important information from clients to the veterinary team. Clinic Maintenance: • Monitors and ensures the reception area, lobby, and client restrooms remain clean, organized, and presentable throughout the day and on a daily basis (do not hesitate to clean or organize as a normal job duty). • Provides proper care and maintenance of all front office equipment. • Ensures the front office is appropriately stocked by keeping drawers organized and filled with necessary supplies, filling the printer with paper, and restocking brochures, forms, or other informational materials as needed. Alerts the management team when supplies are low by entering the information in the inventory binder. • Understands the importance of a clean and orderly facility that smells good. • Daily housekeeping includes sweeping, mopping floors, emptying trash cans/bins, and cleaning windows. Assists in the end-of-day cleaning wherever needed. • Informs the practice manager of any building issues or equipment needing service. • Other Duties: • Follows/performs any other job-related instructions and duties requested by anyone authorized to give instructions or assignments. • Duties, responsibilities, and activities may change at any time, with or without notice. Required Skills/Abilities: • Genuinely enjoys and shows compassion when working with animals and is able to deal with them even when they are stressed, ill, or in pain. • Possesses a commitment to ensuring a positive client experience. • Stays calm, efficient, and focused on individual tasks, even when stressed or during a medical crisis. • Has excellent communication skills. • Is well-spoken and approaches his/her job duties in a mature nature. • Conducts oneself with a respectful, confident, friendly, professional, and positive attitude. • Maintains professional conversations (no gossiping) while working with clients, vendor reps, doctors, and staff members. • Will not share or discuss sensitive or confidential information and personal financial information of others or the practice with coworkers, clients, or vendor reps as long as you are an employee. • Understands all vaccinations, core vs. elective, and vaccine protocols, explaining their pets' needs/ requirements well to clients. • Proficient with computer systems and software: Microsoft Office, word processing software, practice management/medical software (DaySmart and WEAVE), and label-making software. Education and Experience: • High school diploma or equivalent (for example, GED) • 1-2 years of experience in the customer service field required (previous receptionist experience preferred) • Previous experience in the veterinary or medical setting is desired, and familiarity with basic veterinary terminology is a plus. Physical Requirements: • Prolonged periods of standing, reaching, bending, and lifting. • Must be able to lift up to 50 pounds at times and have physical stamina for holding/lifting moving animals. Benefit Conditions: • Waiting period may apply. • Only full-time employees eligible, part-time employee coverage may be pro-rated. • Benefits include discounted pet care, 401k w/ 3% match, PTO, and health, vision, and dental insurance. Job Type: Full-time Pay: $18.00 - $26.00 per hour Benefits: • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance People with a criminal record are encouraged to apply Experience: • Veterinary clinic: 3 years (Required) Ability to Commute: • San Jose, CA 95125 (Required) Work Location: In person