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Veterinary Client Service Representative III

Summary

Responsible for facilitating veterinary clients’ needs throughout their visit, including communicating with the service they are seeing, processing paperwork and handling financial transactions. Serves as an expert in client service responsibilities, able to attend to and address a variety of client needs. Demonstrates leadership within an area.

Examples of Work

Job functions are specific duties that would be included in the essential functions of the job description. These functions are not all-inclusive nor do they cover the full extent of the duties performed.

  • Leads a designated work area and directs day-to-day operations for the assigned area.
  • Ensures adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provides CSR I and II with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
  • Implements corporate and departmental policies, procedures, and service standards in conjunction with management.
  • Participates in recruiting, interviewing, and selecting new employees.
  • Approves time for lower ranking staff.
  • Attends service meetings and coordinates with service departments to address their needs.
  • Oversees additional duties to enhance hospital services.
  • Shares expertise and acts as a team leader. Trains and mentors other staff. Instructs co-workers as needed regarding daily tasks.
  • Acts as a trainer and information resource for staff.
  • Makes recommendations for improvement in internal policies and procedures.
  • Assists supervisor with staff schedule; oversees the call center when the manager is out.

Education and Experience

Associate’s degree and two years of customer service experience and two years of experience in veterinary medicine; or a high school diploma or equivalent and four years of customer service experience and two years of experience in veterinary medicine. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

Licensure and Certification

None.

Supervision

Provides general instruction and review to Client Service Representative I and II, students, volunteers, other personnel services, or receptionists.

To see common career pathways for each position at the University of Florida please visit the Career Paths section of the UFHR website.