Customer Service Representative

Customer Service Representative (CSR)Bridgetown Veterinary Emergency & Referral (BVER) is a specialty animal hospital located in Portland, Oregon. Our team includes highly skilled veterinarians specializing in Emergency/Critical Care, Internal Medicine, Neurology, Surgery, Ophthalmology, and Radiology, supported by dedicated technicians and client service professionals.We are a medicine and culture focused organization that values teamwork, integrity, compassion, and continuous learning. Our goal is to create an environment where both people and pets feel supported.Position SummaryThe Customer Service Representative (CSR) plays a vital role in creating a positive and seamless client experience at Bridgetown Veterinary Emergency & Referral (BVER). As the first and last point of contact, this customer-service-oriented position supports both clients and clinical teams by ensuring efficient communication, accurate record-keeping, and a compassionate approach to patient care. The ideal candidate is organized, detail-oriented, and committed to providing exceptional service in a fast-paced hospital environment.Reports to: Director of Client ExperienceKey ResponsibilitiesClient Interaction & Front Desk SupportGreet clients and provide professional, kind, and compassionate serviceMaintain a calm, supportive presence during high-stress or emotional situationsAssist clients with questions regarding their pets’ care and hospital proceduresSchedule appointments and ensure accurate recordsMaintain awareness of client wait times in the lobby and hospitalized patient status changes, proactively updating clients as directed by the medical teamEnsure timely and accurate communication between clients and clinical teams regarding wait times, patient status updates, and visit coordinationAssist with facilitating owner visits for hospitalized patients in coordination with the medical team to support a smooth and compassionate client experienceAssist with triaging client concerns and directing urgent medical questions to the appropriate medical staffSupport the client experience by anticipating needs and helping de-escalate concerns with empathy and professionalismFinancial ResponsibilitiesCollect and process payments in person, online, or over the phone, ensuring accurate application of payments to the correct invoices and proper recording of deposits and transactionsPresent and review service estimates with clients as directed by the medical team, ensuring understanding of recommended services and associated costsAssist clients with available financial resources and payment arrangements when needed (e.g., CareCredit, Scratchpay)Prepare and distribute end-of-day (EOD) financial reports, ensuring accurate reconciliation of daily transactionsHospital Operations SupportMaintain cleanliness and organization of the lobby, exam rooms, and front desk areasSupport clinical teams to ensure smooth workflow and patient careFollow all hospital policies, procedures, and confidentiality standardsAdditional ResponsibilitiesPerform other duties and responsibilities as assigned in support of hospital operationsCSR RequirementsGeneral understanding of veterinary medicine preferredPositive attitude and strong work ethicCommitment to exceptional client serviceExcellent organizational skills and attention to detailStrong written and verbal communication skillsResponsible, honest, and accountableComfortable working around animals and peopleBasic computer skills; familiarity with scheduling or medical record systems preferredPhysical DemandsRegularly required to speak, hear, and see clearly to ensure accurate communication and record-keepingAbility to stand, walk, and sit for extended periodsAbility to work in a busy clinical environmentFrequent bending, reaching, and repetitive motions may be requiredSUPERVISORY RESPONSIBILITIES: NoneCompensation & BenefitsCompetitive hourly rate: $21.00 - $24.00 DOE$5/hour differential for all hours worked between 10:00pm- 6:00amQuarterly bonus program (profit sharing)Health, dental, and vision insurance (HSA/FSA options)401(k) with employer matchPaid time offTuition assistance and professional development supportEmployee Assistance Program (EAP)Generous employee discountsAnd more!How To ApplyLearn more about us at http://www.bridgetownvet.com and send your resume and cover letter to:Heidi Waltermire @ heidi.waltermire@bridgetownvet.com