Overview
Customer Service Representative Jobs in Boulder, CO at Pearl Street Animal Hospital
Client Service Representative (CSR)
OPEN INTERVIEWS ON AUGUST 28TH FROM 11AM–3PM — COME TOUR THE HOSPITAL AND MEET THE TEAM! PLEASE BRING YOUR RESUME.
Pearl Street Animal Hospital in Boulder, CO is looking for a dynamic, compassionate, and dependable individual to join our team as a Client Service Representative (CSR). This is an excellent opportunity for someone who is passionate about animal care, enjoys working with people, and wants to contribute to a best-in-class general practice small animal and exotics hospital.
As a CSR, you will be an essential part of creating an exceptional experience for our clients and their pets. You will serve as a welcoming first point of contact for clients, help coordinate appointments and patient care, facilitate communication between clients and the medical team, and support the smooth day-to-day operations of the hospital.
This is a full-time, non-exempt position.
Client Service Representative Job Description
The Client Service Representative is responsible for providing friendly, professional, and compassionate service to clients throughout their pet’s visit and ongoing care. This position works closely with veterinarians, veterinary technicians, veterinary assistants, and the practice manager to ensure excellent patient care and a positive client experience.
The ideal candidate is organized, confident, personable, detail-oriented, and comfortable working in a fast-paced veterinary environment. Strong communication skills, a positive attitude, and the ability to multitask are essential.
Roles & ResponsibilitiesClient Service & Communication
- Welcome clients and their pets warmly and professionally upon arrival.
- Provide exceptional customer service by phone, email, text, and in person.
- Answer client questions and direct medical questions to the appropriate veterinary team member.
- Communicate with clients regarding appointments, patient updates, estimates, medications, and follow-up care.
- Maintain a calm, compassionate, and professional demeanor, particularly when working with anxious clients or during difficult situations.
- Facilitate communication between clients and veterinarians or technicians.
- Respond to client inquiries in a timely and professional manner.
- Assist with client concerns and escalate complex issues to the Practice Manager or appropriate team member.
- Educate clients on hospital policies, services, payment options, and general appointment procedures.
- Build positive, long-term relationships with clients and their pets.
Scheduling & Appointment Management
- Schedule appointments efficiently based on patient needs, doctor availability, and hospital protocols.
- Manage appointment cancellations, rescheduling, and waitlists.
- Coordinate appointments with doctors, technicians, and other members of the care team.
- Assist with scheduling surgeries, dental procedures, wellness visits, sick appointments, and follow-ups.
- Review upcoming schedules and help ensure appointments are properly prepared.
- Confirm appointments and obtain necessary information from clients.
- Ensure accurate client and patient information is maintained in the practice management system.
- Coordinate drop-offs, pick-ups, hospitalized patient visits, and other client needs.
Check-In & Check-Out
- Complete client and patient check-in and check-out processes.
- Verify client, patient, medication, and contact information.
- Review and obtain required consent forms and documentation.
- Prepare and review invoices and estimates with clients.
- Ensure all appropriate charges are accurately entered into patient accounts.
- Process payments and assist clients with questions regarding invoices.
- Coordinate prescription and food pick-up.
- Assist with patient discharges and ensure clients receive appropriate discharge instructions.
- Maintain accurate and complete client and patient records.
Hospital Support
- Work closely with veterinary technicians and assistants to ensure smooth patient flow.
- Communicate patient arrival and departure information to the medical team.
- Assist with maintaining an organized and welcoming reception area.
- Help maintain cleanliness and organization of the lobby, reception area, and client-facing spaces.
- Assist with stocking front-desk supplies and maintaining inventory as directed.
- Support hospital protocols related to patient safety and client flow.
- Assist the team with other operational duties as needed.
Technology
- Utilize computers and cloud-based practice management software for scheduling, communication, medical records, and client accounts.
- Field and respond to electronic communications.
- Utilize multi-line phone systems as needed.
- Maintain accurate client communications and appointment notes.
- Learn and utilize hospital-specific software and technology.
Financial & Administrative Responsibilities
- Prepare estimates and invoices as directed by the medical team.
- Process client payments accurately.
- Assist with deposits and other front-office financial procedures.
- Maintain accurate client account information.
- Ensure charges and services are appropriately documented.
- Follow hospital policies regarding payments, refunds, deposits, and financial transactions.
- Maintain confidentiality of client and patient information.
Customer Experience
- Create a welcoming, inclusive, and positive environment for every client.
- Demonstrate empathy and understanding when assisting clients with sick, injured, or end-of-life patients.
- Help clients understand next steps in their pet’s care without providing medical advice outside of the scope of the position.
- Recognize opportunities to improve the client experience and communicate suggestions to management.
- Represent Pearl Street Animal Hospital with professionalism and enthusiasm.
Teamwork & Training
- Collaborate effectively with veterinarians, RVTs, veterinary assistants, and management.
- Participate in team meetings and hospital training.
- Learn and follow hospital policies and procedures.
- Assist in training new CSRs and other team members as directed by management.
- Participate in annual compliance and continuing education training.
- Maintain a positive and supportive team environment.
Facilities
- Maintain a clean, organized, safe, and inviting reception and client area.
- Follow OSHA and hospital safety requirements.
- Assist with general housekeeping and organization as needed.
- Other duties as assigned.
Qualifications
- Previous veterinary hospital, animal care, medical reception, or customer service experience preferred.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Comfortable working in a fast-paced environment.
- Compassionate and professional approach to client interactions.
- Comfortable working around dogs, cats, and exotic animals.
- Strong attention to detail.
- Ability to work effectively as part of a team.
- Computer proficiency and willingness to learn new software.
- Veterinary experience is a plus but not required for the right candidate.
Pay
$17.00–$20.00 per hour, depending on experience and qualifications.
Expected hours: 40.0 per week
Benefits
- 401(k)
- Continuing education opportunities
- Employee discount
- Health insurance
- Paid time off
- Uniform allowance
Work Location: In person
Pay: $17.00 – $21.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Vision insurance
Work Location: In person
Title: Customer Service Representative
Company: Pearl Street Animal Hospital
Location: Boulder, CO
Category:
