Customer Service Representative

About the role

Animal Medical Center San Rafael is currently looking to hire a Customer Service Representative to join our team! The ideal candidate will be a dependable, detail-oriented team player who loves pets and being part of a fun, supportive team. They will harbor a positivity, be inclusive and a motivating team member.

Animal Medical Center San Rafael is a spacious, 4,000 sq/ft modern practice located just north of San Francisco. With 3 exam rooms and all the amenities of a fully equipped hospital, our team provides outstanding patient care in a collaborative, supportive environment.

Clinic Snapshot

• Practice type: Small Animal General Practice
• Avg. daily patient volume: ~14.5 patients per doctor
• Support staff ratio: ~1-3 per DVM
• Case mix: General Practice Soft-tissue surgeries such as spay/neuter, mass removal, laceration repair, cystotomy, gastropexy, enucleation, and general preventative wellness care.
• Technology & equipment: 3 exam rooms; in-house labs (blood and urine); in-house digital radiology and ultrasound; dentals; digital dental radiology.
• Team culture: Our DVMs are backed by skilled technicians and assistants who are passionate, hardworking, and ready to support you. We foster a culture of teamwork, client communication, and medical excellence-making it the perfect place to grow and thrive as a veterinarian.

The hourly pay rate for this position starts at $18.00 - $24.00 per hour, this varies depending on experience, education, certifications, and location.

As a veterinary professional at AmeriVet, you can expect the freedom to do your best work with the tools and resources to support your career growth. Plus, you'll have a full network of support-from local team leaders, veterinary experts, and a dedicated Support Center that's here to help.

Your voice matters here. Your work has a purpose, and we're here to help you grow in a way that feels meaningful for you, your team, and the pets and clients in the community around you.

Job Summary

As our clients' first and last point of contact, the Client Service Representative (CSR) is vital in consistently delivering an exceptional client experience. To provide an exceptional experience, a CSR manages appointments, answers calls, processes patient information, and ensures seamless communication between clients and our medical team. Through our tech systems, you'll help streamline processes, enhance client access to care, and create a welcoming environment for pets and their owners.

Key Responsibilities

Client Communication & Scheduling

• Answer calls and emails promptly with professional, friendly service
• Schedule appointments based on client needs and veterinarian availability, including forward booking
• Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track
• Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments

Client Relations & Service

• Greet clients warmly and ensure a positive experience throughout their visit
• Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team
• Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor
• Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives

Managing Patient Information & Technology

• Update client and patient records in our practice management system with accuracy and efficiency
• Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims
• Maintain organized records of client communications and appointments to streamline operations

Support the Medical Team & Practice Operations

• Provide clients with accurate post-visit instructions, including medication schedules and follow-up care
• Help maintain a clean, organized reception area and assist with daily practice operations as needed
• Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store

Qualifications

• High school diploma or equivalent work experience required
• Excellent communication skills and a strong desire to provide compassionate, client-focused service
• Prior customer service experience, preferably in a veterinary or healthcare setting
• Basic proficiency with technology, including scheduling software and online communication platforms
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Working Conditions

• Full-time position with the possibility of evening and/or weekend hours based on the client and patient needs of the practice.
• Must be able to work in a fast-paced, dynamic environment.
• Occasional lifting up to 40 pounds independently and physical tasks may be required

What Makes Us Different

• Referral program - join our team, bring your friends, and get paid!
• Career development and advancement opportunities.
• CE programs provided by AmeriVet at NO cost to you!

Let's talk about your next opportunity

Here's what you can expect when you join our team

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.