Customer Service Representative

Customer Service Representative

At Kingdom Animal Hospital, we are passionate about providing compassionate, personalized care to pets and the people who love them. As a well-established small animal hospital in Saint Johnsbury, Vermont, our team is committed to creating a welcoming environment for clients, supporting one another, and delivering high-quality veterinary medicine with kindness and professionalism. We are looking for a friendly, organized, and team-oriented Customer Service Representative to help create an exceptional experience for every client and patient who walks through our doors.

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.

Compensation: $16-20/hr depending on experience

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:

Must be able to work in a fast-paced, dynamic environment.

Occasional lifting up to 40 pounds independently and physical tasks may be required

At Kingdom Animal Hospital, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

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 Kingdom Animal Hospital, 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.