Customer Service Representative

About the role

At PetDocks Veterinary Hospital , we're proud to be an AAHA-accredited hospital serving Morehead City, NC, and the surrounding community for over 25 years. Our team is passionate about delivering high-quality veterinary care while creating a welcoming, supportive environment for both clients and employees. With a loyal client base and a collaborative team culture, PetDocks is a fast-paced hospital where team members are encouraged to grow, learn, and utilize their skills to the fullest. Job Summary: As our clients' first and last point of contact, the Client Service Representative (CSR) plays a vital role in delivering an exceptional client experience. The CSR helps ensure smooth daily operations by managing appointments, answering calls, processing patient information, and maintaining seamless communication between clients and our medical team. The ideal candidate is friendly, organized, compassionate, and thrives in a fast-paced environment while creating a welcoming experience for pets and their owners.

Responsibilities

• Client Communication & Scheduling:
• Answer phone calls and emails promptly with professional, friendly service
• Schedule appointments efficiently based on client and hospital needs, including forward booking
• Send appointment reminders, confirmations, and follow-up communication through hospital systems
• Make outbound calls to reconnect with lapsed clients and encourage appointment scheduling
• Client Relations & Service:
• Greet clients and pets warmly and professionally
• Use active listening to gather medical information and appropriately direct client concerns
• Demonstrate empathy and professionalism during emotional or challenging situations
• Educate clients on hospital services, preventive care, promotions, and online resources
• Managing Patient Information & Technology:
• Maintain accurate client and patient records within the practice management system
• Process payments, financing options, and billing inquiries efficiently
• Maintain organized records of communications and appointments to support hospital operations
• Support the Medical Team & Hospital Operations:
• Provide accurate post-visit instructions and follow-up care information
• Help maintain a clean, organized, and welcoming reception area
• Assist with administrative duties including filing, data entry, and general office support
• Coordinate with veterinary staff to help provide seamless patient care

Requirements

• High school diploma or equivalent required
• Previous customer service experience required, veterinary or healthcare experience preferred
• Strong communication and interpersonal skills with a client-focused mindset
• Comfortable using technology, scheduling software, and online communication platforms
• Strong organizational skills with the ability to multitask efficiently
• Compassionate, patient, and team-oriented demeanor with a love for animals
• Availability to work flexible hours, including some weekends and holidays
• Working Conditions:
• Ability to work in a fast-paced, dynamic environment
• Occasional lifting up to 40 pounds independently may be required
• Frequent standing, walking, bending, and computer use throughout shifts
• Benefits & Perks:
• At AmeriVet, 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:
• Competitive pay
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) retirement plan with company match
• Employee discounts on veterinary services
• Mental health and wellness resources
• Tailored development programs, mentorship, and career growth opportunities
• Supportive, collaborative team culture where everyone feels a sense of belonging
• 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.

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