Customer Service Representative

Position Summary:

The Veterinary Client Services Representative’s primary duties are to interact with clients, schedule

appointments, set up new client / patient records and update client / patient records in the system.

Essential Duties and Accountabilities:

 Provide excellent customer service by going above-and-beyond to serve the client’s needs while

remaining in compliance with department processes and procedures.

 Maintain a professional physical appearance and attitude.

 Client interaction: answer incoming calls, call backs, oversee client flow from check in to

discharge.

 Schedule appointments and monitor the schedule flow.

 Maintain proper documentation in the electronic medical record.

 Process payment transactions.

 Prepare discharge instructions as per doctor’s notes.

 Relay information to / from clients to / from doctors, staff and management.

 Educate clients about SVE products and services (e.g. supplements, vaccines, treatments,

foaling, breeding, dentistry, chiropractic, etc.).

 Process in-house OTC prescription and supplement orders.

 Process and mail laboratory samples.

 Completion of regulatory paperwork as trained.

 Assist in keeping front office clean and presentable during office hours.

 All other duties as assigned.

NOTE: 

This list presents only the principal duties of the position and is not intended to be comprehensive. Other duties and

responsibilities may be assigned as dictated by the business needs and conditions. As an essential function of the job, good

attendance is required.

Qualifications, Educational Skills and Experience:

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability

required. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential functions.

Education/Experience:

 High School diploma or equivalent.

Language Skills:

 Ability to effectively present information and respond to questions from doctors, staff and clients.

REVISION: ORIGINAL DATE: 7-07-2021

Knowledge:

 Basic understanding of core vaccinations, deworming schedules, common equine diseases and

behaviors and basic lab tests is preferred but not required.

 Basic knowledge of horses and the equine culture.

 Ability to discern emergency or not/phone traige

Reasoning Ability:

 Ability to communicate empathy to client regarding sensitive subjects related to their and/or their

animal’s experience at SVE. Ability to work patiently with distressed, frustrated and disgruntled

clients. Ability to show compassion to clients in various emotional states.

Computer Skills:

 Internet, Microsoft Office including Outlook, Word and Excel preferred but not required.

 Above average typing skills (50 WPM).

Other Skills 

and Abilities:

 Customer service experience preferred but not required.

 Highly organized and efficient.

 Self-starter with the ability to work independently and effectively within cross-functional

teams

 Sound analytical skills and acute attention to details, adept at creative thinking and problem

solving.

 Basic math and writing skills.

 Must have excellent phone skills.

Physical Demands:

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 frequently required to sit and talk or listen

for extended periods of time. The employee is occasionally required to stand; walk; use hands to

finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or

move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee

encounters while performing 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 occasionally exposed to outside weather

conditions. The noise level in the work environment is usually moderate.

Certificates, Licenses, Registrations:

 None required