Call Center, Customer Service Representative

The Call Center Customer Service Representative is responsible for delivering exceptional customer service while managing a high volume of inbound and outbound calls. The CSR supports clients by scheduling appointments, answering general inquiries, triaging concerns, and ensuring a smooth communication flow between clients and the veterinary team.

Essential Duties & Responsibilities

Answer incoming calls in a professional, courteous, and timely manner

Schedule, confirm, and modify appointments accurately using practice management software

Provide general information regarding services, hours, policies, and basic pet care guidance (non-medical advice)

Follow up with clients regarding appointments, reminders, discharges, and general inquiries

Keep accurate medical records in accordance with hospital policy

Provide compassionate care to patients and clients: able to conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks

Manage multiple communication channels, including phone, email, and online requests

Maintain positive, cooperative relationships with other employees

Maintain a professional appearance

De-escalate client concerns with empathy and professionalism

Handle incoming and outgoing mail

Respond to incoming emails

Perform other duties as deemed necessary

Competencies

Strong problem solving skills and the ability to multi-task

Good time management and attention to detail

Strong customer service skills

Strong written and oral communication and comprehension skills

Relationship building, collaboration and teamwork

Writing, typing, and verbal skills

Flexible work attitude and work habits

Passion towards animal care

Reliability and punctuality

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk; also to talk and hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Lifting requirements vary based on demands outlined per department.

Benefits:

401k Matching

Medical, dental, vision benefits.

Mental Health Benefits

Employee Discounts

Holiday pay

Paid time off

Life insurance

Disability Insurance

On the job training

Access to Online Educational Portal

Staff Events

Shift differentials of up to $3.50 more