Customer Service Representative

Published: 6/14/2022

Job Description

Come Join Rancho Sequoia as a Customer Service Representative. The CSR serves as the main point of contact for clients. Combines customer service, scheduling, administrative work, and basic coordination with the veterinary medical team to ensure a smooth experience for both pets and owners.

Front Desk & Client Interaction

Greet clients and their pets when they arrive at the clinic
Answer phone calls and respond to voice messages, emails, texts and online appointment requests
Provide general information about services, hours, and policies
Check clients in and out for appointments
New client check in, new client forms and entry of new client/patients into practice software
Create and distribute new client folders
Keep reception and waiting areas clean

Appointment Scheduling

Schedule appointments
Coordinate urgent or emergency appointments and secure deposits when needed
Call to remind and confirm upcoming appointments

Medical Record Management

Create and update patient records
Obtain and enter records from other vet offices
Verify and update client contact information
Scan or upload documents
Follow up to obtain correct client information when reminder cards are returned

Client Communication

Relay messages between veterinarians, technicians, and pet owners
Notify clients when prescriptions, lab results, or pets are ready for pickup
Follow up with clients after appointments or procedures
Respond to reviews in online platforms
Discuss feedbacks with clients and fulfill the clients' needs

Administrative Support

Order or track front desk supplies
Help coordinate referrals to specialty clinics if needed
Help assistants as needed: laundry, mail, deliveries, boxes, additional cleaning

Requirements

- Basic computer skills such as typing (both hands, using all fingers without looking at the keyboard), MS office, PDF, email, attachments, etc. We do not use Apple products.
- Upbeat personality. This position requires LOTS of interaction with other people.
- Past veterinary experience will be highly preferred. ( Working in a kennel or a hotel is not a veterinary experience)
- Honesty, diligence, empathy, punctuality, team work, and great at following orders are the must.
- Open availability (position may be full time or part time); please only apply with open availability.

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