Customer Service Representative

Job Description

Customer Service Representative

North Branch Veterinary Hospital is seeking a dependable, compassionate, and customer-focused Customer Service Representative (CSR) to join our team. This is a full-time, benefit-eligible position for someone who enjoys helping people, working with pets, and being part of a collaborative veterinary healthcare team.

Position Summary

The Customer Service Representative is often the first point of contact for our clients and plays an important role in creating a welcoming, professional, and positive experience. The CSR is responsible for providing exceptional customer service while supporting the daily operations of the hospital and assisting clients with scheduling, communication, payments, and general questions.

Key Duties & Responsibilities

• Greet clients and patients warmly and professionally.
• Answer incoming telephone calls and respond to client questions in a courteous and timely manner.
• Schedule appointments and coordinate patient visits according to hospital procedures.
• Check clients and patients in and out of the hospital.
• Obtain and verify client and patient information and maintain accurate records.
• Communicate appointment information, treatment plans, estimates, and other hospital information as directed by the veterinary team.
• Process payments, invoices, deposits, and other financial transactions accurately.
• Provide medication and prescription pickup assistance according to hospital protocols.
• Communicate with clients regarding appointment reminders, follow-ups, prescription requests, and other needs.
• Coordinate communication between clients, veterinarians, veterinary technicians, assistants, and other hospital team members.
• Assist with referrals and specialty service scheduling when needed.
• Maintain a clean, organized, and welcoming reception area.
• Handle client concerns professionally and escalate issues to management when appropriate.
• Protect client confidentiality and follow all hospital policies and procedures.
• Demonstrate compassion and patience when working with clients experiencing stressful or emotional situations.
• Work effectively as part of a team and assist other departments when needed.
• Maintain a professional appearance and positive attitude.
• Perform other duties as assigned by hospital leadership.

Qualifications

• Previous customer service, reception, veterinary, medical, or healthcare experience preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working with computers and learning veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Professional, friendly, dependable, and compassionate.
• Ability to work effectively both independently and as part of a team.
• Must be comfortable working around dogs, cats, and other animals.
• Veterinary experience is preferred but not required.

What We Are Looking For

The ideal candidate is someone who:

• Puts clients and patients first.
• Provides excellent customer service.
• Communicates clearly and respectfully.
• Remains calm and professional in challenging situations.
• Takes pride in accuracy and attention to detail.
• Is dependable and willing to help wherever needed.
• Works collaboratively with the entire hospital team.
• Is willing to learn and grow within the position.
• Understands the importance of compassion, teamwork, and exceptional patient care.

Position Details

Position: Customer Service Representative

Employment: Full-Time

Status: Benefit Eligible

Compensation = base hourly rate of $18-$21 DOE

Benefits Include

• Medical, dental, and vision benefits
• Paid time off
• Holiday benefits
• Employee pet-care discounts
• Scrubs/uniform allowance
• Continuing education opportunities
• Additional employee benefits according to hospital policy

North Branch Veterinary Hospital is committed to providing exceptional care to our patients while creating a welcoming and supportive experience for their families. We are looking for a team member who shares that commitment and wants to make a difference every day.

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose: Give pets and the people who love them more quality years together

Mission: Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values: Care Deeply, Do What's Right, One Team, Own It, Shape What's Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet's life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here's what to expect when interacting with us:

• We'll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is 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.

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This Job

Location:

North Branch, Minnesota, United States

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