Client Service Representative Western Trails Veterinary Hospital

Western Trails Veterinary Hospital is the premier hospital if you live in Edgewood, Moriarty, Albuquerque, Tijeras, Sandia Park, Estancia, or the surrounding area and need a trusted veterinarian to care for your pet, small farm animals, or livestock.

In addition to the hospital and 3-stall barn, we have a full-service mobile unit for house/farm calls.

Reporting into the Practice Manager, the Client Service Representative (CSR), provides an exceptional experience to our clients during every interaction. In addition to continually engaging the client, the CSR performs practice administrative tasks such as record maintenance and appointment tracking. The CSR manages practice reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail services. The CSR applies practical knowledge of practice processes and services, the basic rules and regulations governing visitors and animal patient treatment, and veterinary record requirements and terminology to ensure every patient is well-cared for and every client has an exceptional experience.

• Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.
• Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner.  Quickly incorporating feedback to ensure positive results.  Sharing ideas and being open to other’s ideas.
• Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
• Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.
• Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
• Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

• Customer Interaction

  • Answer incoming calls, emails, or chats from customers.

  • Greet customers in a courteous and helpful manner.

• Order and Account Management

  • Maintain and update customer records and accounts.

  • Assist with billing inquiries and payment processing.

• Product/Service Knowledge

  • Stay updated on the company’s products, services, and policies.

  • Explain features, pricing, and policies clearly to customers.

• Documentation and Reporting

  • Log all interactions and issues accurately in the system.

  • Generate reports or summaries when required.

• Follow Company Policies

  • Adhere to company guidelines and procedures.

  • Meet performance targets such as response time and customer satisfaction scores.

• Ability to work on weekends as required
• High school diploma or equivalent
• Previous veterinary experience preferred
• Client satisfaction references preferred
• Practices OSHA safety techniques including proper PPE

• Paid time off
• Health insurance; dental insurance; vision insurance
• Retirement benefits or accounts
• Bonus incentive
• Flexible work schedules
• Career and professional development
• Employee Assistance Program
• Employee Referral Program

Benefits offered may vary depending on full or part time employment status according to company policy.