Client Service Representative - Shreiber School of Veterinary Medicine of Rowan University

About the position

The Shreiber School of Veterinary Medicine of Rowan University (SSVM) is seeking Client Service Representatives to join our new veterinary program and teaching hospital, currently slated for completion July 31, 2025 in Harrison Township, NJ, and planned opening for the hospital in the fall. The hospital is located 1.5 miles from our main Glassboro campus. SSVM is a new and innovative veterinary teaching hospital for small animals, equipped with state-of-the-art equipment. The teaching hospital is designed to accommodate multiple specialty departments, including anesthesia, cardiology, clinical pathology, dermatology, dentistry and oral surgery, diagnostic imaging, emergency/critical care, exotics, internal medicine, neurology, oncology, ophthalmology, surgery, radiology and a full pharmacy with sterile compounding capabilities. Our top priorities are delivering excellent client and patient care in addition to training graduates who are competent, confident, and ready from day one. The Client Service Representative position will be responsible for providing excellent client service in the veterinary teaching hospital and will report directly to the Client Service Manager. Client Service Representatives will rotate working across multiple departments to include Emergency, Specialty and Primary Care to gain exposure to different areas of service and workflow, while continuing to learn and build their skills. Client Service Representatives are the first point of contact for our teaching hospital and are responsible for delivering the highest level of customer service to our community. This role requires individuals to work on-site and is not available as a remote position.

Responsibilities
• Greet clients and their pets with professionalism and a friendly demeanor.
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• Provide excellent customer service to our clients.
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• Ability to multitask and work in a fast-paced environment.
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• Utilize multiple software programs and complete tasks simultaneously.
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• Have excellent phone etiquette and communication skills.
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• Support clinicians and veterinary technical staff by providing client communication, education, advocacy, and support throughout the client and patient visit.
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• Schedule, edit, cancel, and confirm appointments.
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• Demonstrate a commitment to supporting a collaborative, positive, and collegial work environment.
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• Demonstrate strong problem-solving and critical thinking skills.
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• Answer calls, client questions, and process client requests promptly.
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• Accurately process payments and discuss payment options with clients.
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• Have a thorough understanding and knowledge of our services offered and be able to communicate this information to clients and referring veterinarians.
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• Request and send medical records as needed.
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• Communicate and process aftercare arrangements with clients.
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• Maintain organized communication between clients, referring veterinarians, vendors, and other relevant parties.
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• Scan and attach necessary paperwork to client or patient medical records.
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• Maintain a community email inbox.
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• Other tasks and responsibilities as assigned by leadership.

Requirements
• H.S. Diploma or GED
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• Minimum of one (1) year experience in client service within a Specialty, Emergency or Primary Care veterinary practice.
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• Professional communication skills, both written and verbal.
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• Previous experience related to phone etiquette and client service skills.
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• Ability to maintain a high level of professionalism in emotional, sensitive, and stressful situations.
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• Basic understanding of medical terminology, medications, and common procedures.
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• Must be willing to work flexible hours and weekends as needed, including a rotational holiday schedule.

Nice-to-haves
• Three (3) or more years of experience in a veterinary client service role within an Emergency, Specialty, and Primary Care practice.
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• Previous experience working in a teaching environment.
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• Advanced understanding of medical terminology, medications, and common procedures.
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• EzyVet and VetRadar software experience.
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• Excellent communication and interpersonal skills, and high emotional intelligence.

Benefits
• Comprehensive NJ State health, dental and retirement benefits.
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• Extensive accrued time off/paid holidays.
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• Tuition reimbursement for employee, spouse, and dependents to attend Rowan University, Glassboro.
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• 22 vacation/float days per year.
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• 12 sick days per year.
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• 9 paid holidays per year.

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