Job Details
Mill Valley Veterinary Clinic -
The Client Service Representative or CSR is an essential member of the Veterinary Team as they
provide administrative and organizational support. The CSR helps to develop policies and
procedures alongside the Practice Manager in order to improve on clinic performance and
efficiencies. The CSR participates in training of new hires and current staff and personal
development.
The CSR is responsible for overseeing the day-to-day operations of all client services helping
assure ideal productivity and customer care. Their goal is to foster both a positive and
comfortable environment for the public as well as demonstrate professionalism and compliance
for clinic policy. As the first and last point of contact for clinic visitors, the CSR demonstrates
excellent interpersonal communication, animal care knowledge, and a connection to the clinics
core values and mission statement.
Our ideal candidate is very team-oriented and works well on a multi-faceted team of doctors and
experienced veterinary support staff. We are looking for an individual who is enthusiastic and
interested in growing in their position, communicates well with clients and staff, and maintains a
positive attitude in stressful situations. We encourage a strong work-life balance and provide
flexibility with scheduling to ensure your needs are met.
Interested candidates can send a resume/CV, cover letter & references to
...@millvalleyvet.com.
Essential Job Functions
Provide compassionate care to patients and clients to build relationships and enhance the
clinics reputation in the community
Greet clients and pets immediately upon arrival, determine reason for visit, ensure
updated registration forms are on file and inform clients of expected wait time
Alert management immediately of potential client, patient, or staff issues
Conduct oneself in a confident and courteous manner at all times including during
stressful situations
Ensure a pleasant, respectful and productive relationship with Veterinarians and all team
members
Demonstrate strong multitasking skills in a fast-paced, deadline-driven setting
Handles after life planning and care with compassion while following euthanasia
protocols
Assist in training staff on tasks/customer service initiatives/policies & procedures
Maintain a clean, safe and professional work environment including the appearance of
reception and waiting room area
Maintain office equipment and supplies, inform proper individuals when repairs and
supplies are needed
Ensure that checklists and daily housekeeping tasks are completed and initialed
Follow all leash handling guidelines to safely navigate dogs throughout the facility
Apply the use of specific language designed to communicate/reinforce behavior
expectations to dogs
Comply with verbal and written instructions communicated such as emails, lists,
color-coded signs
Maintain excellent attendance record with on-time arrival
Follow dress code guidelines; present in a neat, clean and hygienic manner at all times
Communications & Scheduling
Receive incoming phone calls
Check voicemail/return calls in a timely manner
Record complete phone messages or assign tasks to appropriate staff member
Schedule appointments effectively
Respond to routine medical questions such as vaccination protocols for puppies/kittens,
pre-surgery care requirements, fleas, intestinal parasites, etc.
Use salesmanship and product knowledge to suggest product options
Provide cost estimates for products and services including treatment plans, vaccinations,
and surgeries
Confirm routine appointments and surgeries for next business day including appropriate
instructions
Reschedule missed appointments
Determine the difference between urgent/routine appointment needs and schedules
accordingly
Files & Correspondence
Complete all client and patient forms; scans into records
Verify accuracy of information in hard file vs computer file; update as needed
Enter and verify patient charges
After patient visit, update reminders, schedule follow up and/or additional appointments
Provide client education, vaccine schedules, certificates, pre-surgery/discharge
instruction
Prepare surgical consent forms
Mail client correspondence including welcome, reminder, thank you, condolence letters
and surgical consent forms
Copy, mail, fax, email patient records at client request
Financial Responsibilities
Prepare invoice and receive payments
Reconcile cash drawer, print daily reconciliation in computer and credit card terminal
Collect credit card information from clients and record payments
Monitor accounts receivable and report outstanding accounts
Perform other duties as assigned including assisting in other areas/departments
Physical Demands
Standing, sitting, walking. balancing, crawling
Talking, hearing
Stooping, bending, kneeling, crouching
Reaching, handling, fingering, feeling
Color detection, motion and depth perception, near and far acuity
Job Hazards
Exposure to dog and cat bites and scrapes
Exposure to disease or infection
Exposure to contaminants
Restraining large animals in an agitated state
Frequent bending and lifting (see complete list of physical demands)
Must be prepared to cope with euthanasia and the trauma endured by medical
professionals who deal with illness, death and dying on a regular basis
Qualifications
Customer service experience- 1 year (preferred)
Veterinary or professional animal care experience- 1 year (preferred)
High school diploma or equivalent (required)
Outstanding interpersonal communication skills
Highly organized; able to multitask in a fast paced setting
Strong computer experience; learns new programs with ease
Comfortable interacting with animals of all breeds and sizes
Passionate about animal welfare; treats all animals with compassion and kindness
Follow rotating work schedule (e.g. nights, weekends and holidays)
Reliable and dependable; maintain excellent attendance and punctuality
Strong work ethic; sets high standards for self and others
Job Types & Benefits
Job types include full-time and part-time. Schedule requires weekday and weekend availability
with flexible hours. Competitive hourly pay. Benefits include:
Paid holidays
Paid vacation and personal time off
Health insurance and supplemental insurance including dental
Retirement plan with 3% employer match
Annual account credit for employee pets
Disclaimers
The above information has been designed to indicate the general nature of work performed by
employees within this classification. It is not designed to contain or to be interpreted as a
comprehensive inventory of all duties, responsibilities and qualifications required of employees
assigned to this job. Management reserves the right to revise the job description or require that
other tasks be performed or deleted in accordance with business needs.