The Client Service Representative (CSR) serves as a primary point of contact for clients, ensuring a positive customer experience through responsive communication, problem resolution, and support. This role focuses on building strong client relationships, addressing inquiries, and coordinating with internal teams to deliver timely and accurate service.
Key Responsibilities
Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
Scheduling and confirming appointments
Placing outbound calls for follow-ups and reaching out to prospective clients
Presenting and explaining fees, including processing payments
Serve as the main contact for client inquiries via phone, email, and/or chat
Respond promptly and professionally to client questions, requests, and concerns
Resolve client issues by investigating problems and coordinating with internal departments
Maintain accurate client records, documentation, and communication logs
Assist clients with onboarding, account updates, and service requests
Communicate product, service, and policy information clearly and accurately
Follow up with clients to ensure issues are resolved and expectations are met
Identify opportunities to improve client satisfaction and retention
Adhere to company policies, service standards, and compliance requirements
Qualifications
High school diploma
Previous experience in customer service, client relations, or a similar role preferred
Strong verbal and written communication skills
Excellent problem-solving and conflict-resolution abilities
Ability to manage multiple tasks and prioritize effectively
Detail-oriented with strong organizational skills
Willingness to work non-traditional hours, including nights, weekends and holidays
The ability to lift up to 40 lbs. and be exposed to hazards associated with pets such as allergies, contagious diseases, noises, odors, bites, scratches, and animal waste