Why client service representatives matter

This content was provided by IGNITE, a dvm360® Strategic Alliance Partner. Check out their website www.VRCE.vet to learn more.

Client service representatives (CSRs) matter. We are the heart of the practice, know the clients, and build bonds with them. We are the first and last face the client sees. We are the line of communication between the client and the rest of the care team. We are treat givers, shoulders to cry on, ear scratchers, belly rubbers, multi-tasking ninjas, and so much more.

simplehappyart/stock.adobe.com

Think about what we handle on a daily basis, phone calls, emails, text messages, and face-to-face communications and sometimes, we do all those things at the same time. In my opinion, that makes us superheroes. We collect records and review them to look at vaccine and medical history, and we have to know what we are looking at and what medications do what.

CSRs handle the flow of appointments and then triage them based on our knowledge. We know what needs to come in immediately or what can wait a day or 2. We know how long certain appointments will take. We know what questions to ask and explain to clients what to expect for their appointments. We go over pre-surgical and sometimes post-surgical instructions and medications.

We must know about zoonotic diseases and external and internal parasites; what I call the creepy crawly things. We explain to clients why a 4DX is recommended and why year-round prevention is pivotal. We have to be able to explain that, yes, Fluffy can get heartworm in a gated community and that, yes, some ticks are active in colder months. When that client asks how Fluffy got roundworms, we must be prepared with the correct information.

Sometimes, we are there for our clients when they really need someone to talk to or listen to them. We listen because we care. We remember that a client’s son Timmy had a big ball game last weekend, and we asked how it went. We build strong bonds with our clients and patients. We also have the potential to make end-of-life care a little easier. Some of us even sit with those clients through the end-of-life care process so they do not have to do it alone.

You are so much more than just a receptionist. You handle communication, record keeping, and parasite prevention. You advocate for your patients and clients. You explain medications. You triage phone calls. You anticipate your clients' and care team’s needs. So yes, fellow CSR, you are important, you matter, and you are part of the team. Shine on, rock stars!

Do you know a CSR who goes above and beyond for pets, clients, and the veterinary team? Nominate them for dvm360's 2025 Veterinary Heroes® Awards! These awards honor veterinary professionals, including CSRs, who makes a meaningful impact on patient outcomes through exceptional communication, compassion, and dedication. Submit your nomination here today!