VCA Animal Hospitals · 7 hours ago
Customer Service Representative
Fort Worth, TX
Full-time
Onsite
New Grad, Entry LevelVCA Animal Hospitals is seeking a Customer Service Representative to meet and greet clients and their pets while coordinating client services. The role involves serving as a goodwill ambassador for the hospital and managing various responsibilities including answering phones, maintaining records, and handling financial transactions.
Health CareHospitalMedicalPetVeterinary
Responsibilities
Meet and greet clients and their pets
Coordinate and represent all facets of client services
Serve as a good will ambassador for the hospital
Answer Telephones and Make Appointments
Maintain Charts and Computer Records
Pharmacy and Retail Sales
Marketing Implementation
Maintenance/Housekeeping
Financial Responsibilities Client Service:
Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties
Demonstrate excellent relations with clients/pets in waiting and/or exam rooms:
Ensure that clients and pets feel welcome and comfortable
Serve as “Ambassadors”
Creating and maintaining goodwill for the hospital
Build rapport with clients
Immediately greet clients and pets by name
Quickly understand client needs and initiate the process of meeting those needs
Help new clients completely fill out the registration form. Inform new clients about services, etc. that your hospital offers
If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time
Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need:
General dietary requirements and feeding schedules
Vaccines
Dental care instructions
Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.)
Heartworm preventatives
Housebreaking techniques
General flea and tick control
Generate, present and explain fee estimates for treatment/surgery to clients
Handles client complaints with concern and diplomacy
Accurately communicates medical/surgical information to clients
Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team
Prepare, distribute and explain client education materials
Exhibit a “come in now” attitude towards clients and patients
Answers telephone promptly
Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you
Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs
Reschedule any missed appointments
Understand and use excellent telephone etiquette
Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed
Refuse to diagnose pet health care problems over the telephone
Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc
Prepare charts for new clients and/patients
Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary
Handwriting must be neat and legible
Open an order or start an invoice as each client enters the hospital. Recommend any needed service, i.e. vaccinations, heartworm testing, etc
Calculate client’s invoice and collect payment
File charts in appropriate areas as needed
Do routine computer reports and backups
Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients
Dietary products
Flea products and shampoos
Fill prescriptions and dispense medications as directed by a veterinarian
Explain prescription directions to clients
Understand, participate, promote and support planned VCA marketing events and programs
Present marketing promotions to clients in a professional manner
Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time
Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary
Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times
Keep your appearance always clean and neat
Wear your nametag and a clean, pressed uniform at all times
Endeavor to keep the waiting area reading and educational materials current and orderly
Keep office plants watered as needed
Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number
Collect deposits and payments for services at the time they are rendered
Clients should pay their bill before they leave the hospital
Follow appropriate protocol, i.e., credit applications, promissory notes and approval by veterinarian, in cases where clients cannot pay their balance at the time of dismissal
Print receipt and give to client for each visit
Balance the cash drawer with the computer summary report accurately
Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager
Keep cash/checks, etc. secure at all times
Qualification
Required
Excellent client service skills
Excellent phone skills
Must be friendly, outgoing, 'people-oriented.'
Excellent communication skills
Ability to work in a team oriented environment
Well groomed, organized and detail oriented
Ability to take direction
Ability to handle money accurately and honestly
Must possess sound decision making skills and multi-task while working in an environment of stress
High School Diploma
Must have experience working with the public, i.e. restaurant, retail or service business
Dependable attendance is required
Any allergies to animals must be controllable through medication
Must be able to lift 40 pounds
Must be willing to work long or irregular hours under pressure conditions
This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day
Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions
Ability to speak and hear sufficiently to understand, give information in person and over the telephone
Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc
Preferred
Computer skills preferred
Experience in a veterinary hospital or other doctor's office is a plus
Benefits
Medical
Dental
Vision
Paid vacation/sick days
401(k)
Generous employee pet discounts
More
Company
VCA Animal Hospitals
A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine.
Founded in 1986
10001+ employees
H1B Sponsorship
VCA Animal Hospitals has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (17)
2023 (16)
2022 (14)
2021 (19)
2020 (17)
Funding
Current Stage
Late StageLeadership Team
Trevor Adams, CPA, CGMA
Chief Financial Officer
Amanda Gillespie
Senior Talent Acquisition Partner at VCA Animal Hospital
Recent News
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