Experienced Client Service Representative

Experienced Client Service Representative

Department: Receptionists

Employment Type: Full Time

Location: Doral, Florida

Compensation: $18.00 - $22.00 / hour

Description

Doral Centre Animal Hospital is a premier hybrid veterinary practice, offering both general and emergency care to pets in Doral, FL. We are seeking a compassionate and dedicated Full-Time Client Service Representative (CSR) to join our dynamic veterinary team.

Do you love pets and people?
Are you outgoing, upbeat, and want to make a difference?
Then tell us why Doral Centre Animal Hospital is the place for you.

Please include a cover letter along with your resume to be considered.

As a CSR, you will be the first person our clients interact with. Your role will involve delivering exceptional client service, even in high-stress and emotional situations. Your ability to provide a warm, professional welcome will help create a positive first impression for clients and their beloved pets. This is an exciting opportunity to work in a collaborative environment where we prioritize the health and well-being of our animal patients.

Key Responsibilities

• Client Interaction Experience:
  • Greet clients and their pets warmly, creating a welcoming and supportive environment.
  • Ensure a positive first impression, reflecting the values of compassion and excellence that Doral Centre stands for.
• Appointment Management:
  • Manage incoming phone calls, schedule routine and emergency appointments, and respond to inquiries regarding our services.
  • Use our scheduling software to optimize appointments, minimize wait times, and ensure a smooth workflow.
• Record Keeping:
  • Maintain accurate, up-to-date client and patient records in our veterinary management system, ensuring compliance with legal and privacy regulations.
  • Collect and verify patient histories, vaccination records, and other necessary documentation during check-in.
• Billing and Payment Processing:
  • Assist clients with billing inquiries, process payments, and explain services, fees, and payment options.
  • Offer information on financing options and payment plans to help clients manage their pets' healthcare costs.
• Pet Health Guidance
  • Provide clients with information on pet health, preventive care, emergency procedures, and nutritional advice.
  • Educate clients on services, including hospitalization, dental care, ultrasonography, wellness, critical care, and specialty services.
• Team Collaboration:
  • Collaborate closely with veterinarians, technicians, and other support staff to ensure smooth communication and workflow, especially during high-stress emergency situations.
  • Assist in coordinating patient care between departments and ensuring clients receive clear treatment plans.
• Client Support:
  • Address client concerns and complaints with empathy and professionalism, ensuring a positive resolution.
  • Follow up with clients after outpatient visits to ensure pets are recovering well and reinforce the importance of follow-up care.
• Reception Area Maintenance:
  • Keep the reception area organized, tidy, and welcoming for clients and their pets.
  • Manage office supplies and ensure clinic materials are stocked and ready for use.
• Emergency Preparedness:
  • Be prepared to assist during emergencies by staying calm, facilitating urgent case intake, and supporting the veterinary team as needed.

Knowledge & Expertise Required

To succeed in this position, prior experience in a client services role is essential, particularly within a veterinary, medical, or clinical setting. Ideal candidates will have at least two years of experience in a professional medical or veterinary environment, with a proven track record of delivering exceptional customer service. Familiarity with veterinary terminology, emergency protocols, and animal care practices is highly desirable.

The right candidate will demonstrate exceptional communication skills (both verbal and written) and possess a friendly, approachable demeanor. A compassionate and empathetic nature is critical, especially when working in a fast-paced, high-stress environment.

Additional Skills & Attributes:

• Customer-Centric Approach: A genuine passion for helping clients and their pets, ensuring a positive experience even in difficult situations.
• Organizational Skills: Ability to multitask efficiently, maintain attention to detail, and prioritize responsibilities in a dynamic environment.
• Problem-Solving Abilities: Strong capacity to address and resolve client concerns professionally, even in challenging circumstances.
• Team Player: Ability to collaborate effectively with diverse team members and work in a supportive, team-oriented environment.

Preferred Qualifications:

• Bilingual in English and Spanish is strongly preferred.
• Comfortable de-escalating difficult client conversations with professionalism and empathy.
• Availability to work some weekend shifts as needed.
• This is not an entry-level position. Candidates without relevant experience in a medical or veterinary setting will not be considered for this role.

What We Offer

• Competitive Pay: Hourly rate based on experience and qualifications.
• Paid Time Off: PTO policy to support work-life balance.
• Parental Leave: Supportive parental leave options for new parents.
• Veterinary Discounts: Discounts on services and products for your pets.
• Comprehensive Benefits Package: Including health, dental, and retirement plans, along with opportunities for professional development and growth.
• Supportive Environment: A collaborative atmosphere that values your contributions and encourages growth in both veterinary knowledge and customer service skills