Customer Service Representative

Job title: Customer Service Representative

Job purpose

The Client Service Representative (CSR) serves as the primary point of contact for clients, representing Cascade Veterinary Clinics with professionalism, empathy, and efficiency. The CSR supports patient care by managing client communication, scheduling, records, and financial transactions while fostering positive client relationships and ensuring an exceptional client experience.

Essential Job Functions:

• Answers client inquiries about basic animal care and routine procedures.
• Must have dependable attendance.
• Educates clients on over-the-counter products to promote client education and sales.
• Admits patients and handles medical record entries accurately.
• Understands and prepares client invoices for services performed when necessary.
• Accurately handles payment transactions.
• Maintains an effective veterinarian appointment schedule through the practice management software by screening and prioritizing cases that need to be seen.
• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handles calls quickly, efficiently, and professionally, and in a friendly manner using a multi-line system.
• Enters and updates client and patient information into practice computer software.
• Outlines costs and fees in a positive light while supporting hospital payment policies.
• Turns future clients into clients through relationship building, bonding, and superior service.
• Handles client correspondence, including appointment reminders.
• Maintains a professional/welcoming appearance of the front office and exam rooms through cleaning and organization.
• Conducts oneself confidently and professionally with clients, even in stressful situations.
• Maintains positive, cooperative relationships with other employees.
• Performs other duties as assigned.

Personal Requirements:

• Bilingual preferred.
• Ability to work in a fast-paced environment.
• Willingness to learn humbly.
• Ability to work within a team setting and also be self-motivated.
• Excellent communication skills.
• Experience in veterinary medicine preferred.
• Must have a clean and professional appearance,
• Must be available weekends, evenings, and holidays.
• Must have reliable transportation to work at any of the facilities, depending on organizational need. Wenatchee, East Wenatchee, and Leavenworth
• Must be able to identify with and exemplify the Shared Values of Cascade Veterinary Clinic.

Working Conditions:

• Must be comfortable with animals, disruptive noises, and strong odors.
• Work in a stationary position for prolonged periods of time.
• Work requires transporting and handling heavy objects or animals (assisted by other staff members with objects or animals over 40 lbs.)

Pay: $17.33- $21.50 per hour

Benefits:

• Dental insurance
• 401K with 3% company match
• Employee discount
• Health insurance
• Paid time off

Language:

• Spanish (Preferred)

Schedule:

• 10-hour shift
• 8-hour shift
• Monday to Friday
• Weekends as needed

Work Location: Wenatchee, East Wenatchee, Leavenworth

Our Purpose

Everything we do enhances the bond between people and pets. As a veterinary medicine practice, we give voice to animals in need, and advocate for their well-being with compassion and clinical expertise.
Together, we engage our skills and knowledge to connect with our community, take pride in our efforts, and do our best in every situation – because it’s the right thing to do.

Our Vision
This is our “just cause”. It describes the world, as it would be if our purpose were to be fully achieved.
It’s what we see in the future that we strive to build.
To help our community thrive by enabling people and pets to have fulfilling relationships.

Our Mission
As a progressive veterinary medical practice, we consistently pursue excellence through hard work: to learn, teach, and improve. We value our position in the community and never compromise care. We earn respect—by providing respect— to every pet, every client, and every employee – every time.

Our Shared Values
What we believe, and how we behave—to make our vision a reality—when everyone is watching, or no one is watching.

Integrity: Be Kind.
Honestly, ethically, and tactfully address difficult situations – and consistently treat everyone (patients, clients, staff) with fairness and respect.

Problem solving: Be curious.
Continuously strive to find answers – to deliver the best-possible medical, personnel, and client outcomes.

Learning & Teaching: Be driven.
Seek knowledge, share knowledge and work together – to encourage healthy interactions and provide exceptional patient care.

Dependability: Be consistent
Accurately communicate expectations, take ownership of responsibilities, and be fully present in all interactions.

Improvement: Be progressive.
Promote a stable workplace that provides advanced veterinary medicine—driven by an innovative mindset—backed by owners and staff who embrace our values.

Job Type: Full-time

Pay: $17.33 - $21.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off

Experience:

• Customer Service: 2 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person