Customer Service Representative - CSR - Gallatin Veterinary Hospital

Customer Service Representative - CSR - Gallatin Veterinary Hospital

Gallatin Veterinary Hospital is in Bozeman, Montana. We are a 5-doctor general practice, open Monday through Saturday. Work/Life balance is a priority and our CSRs work a four day work week. We have a beautiful hospital for our clients, patients, and team members. If you enjoy working in a demanding, fast-paced environment, we have a place for you! The ability to prioritize, multi-task, and work independently is key for this position.

POSITION SUMMARY:

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

WHAT YOU'LL DO (Essential Functions):

Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun

Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital's services and products to existing and prospective customers

Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs

Assist incoming clients. Document and enter the pet's history, requested services, and other pertinent information within the practice management software

Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team

Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient's service needs. Refer the patient to the appropriate veterinary staff as needed

Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling

Assist outgoing clients by providing all necessary instructions, information, and invoices

Dispense prescription items per the Veterinarian's instructions and sells retail products

Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer

Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem

Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets

Comply with all practice policies, quality assurance guidelines, and minimum standards of care

Perform other duties and projects as requested

WHAT WE'RE LOOKING FOR (Essential Qualifications):

Education: High School Diploma or GED required

Professional Licenses/Certifications: None

Experience: 1+ years experience in retail sales or customer service preferred. Experience in a medical facility desired

Knowledge, Skills and Ability:

Ability to provide effective customer service principles

Basic knowledge of medical terminology

Basic proficiency with a variety of computer programs including Microsoft Office Suite

Basic written, verbal, and active listening communication skills

Strong customer relations and interpersonal skills

Exercises tact and diplomacy in dealing with sensitive issues and situations

Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions

Strong organizational and time management skills

Effectively and quickly responds to requests in a proactive manner

Strong attention to detail and high level of accuracy

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours including evenings and weekends.

ABOUT LAKEFIELD:

We believe exceptional veterinary care starts with exceptional people.

We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive.

As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care.

OUR VALUES:

Our culture is built on five core values that guide how we work and serve:

Respect

Learning

Do the Right Thing

Wow Service

Fun

If these resonate with you, you'll fit right in.

EQUAL EMPLOYMENT OPPORTUNITY:

Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.