Our Customer Service Representatives do much more than answer our multiple-line telephone systems. They are trained with the knowledge that enables them to properly answer telephone questions and triage pets that come to our hospital for treatment. They are also trained in preventative veterinary care. Our CSR must additionally be well versed in husbandry.
Our hospital utilizes veterinary-specific database software to process our appointments, create medical records, print client educational information, process invoices for clients and complete many other necessary tasks.
Our Customer Service Representatives must also have exceptional people skills. When clients enter our facility, they are often nervous or upset about their pet’s medical condition. The CSR must have the ability to put the client at ease, gain his or her trust and help the client understand the pet’s health condition. Speaking with the client about a pet’s medical condition and discussing financial issues with the client is a big part of the CSR’s job responsibilities.