Customer Service Representative

Our CSRs lead the cycle of service for the veterinary medical team by driving the flow of clients and pets through the hospital, maximizing the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensuring good communication with associates and clients, and coordinating the care of clients and pets in a welcoming, friendly, and efficient manner, influencing clients to return and refer their friends and families.

Reports To: Customer Service Manager Responsibilities Include:

• Provide professional, efficient and exceptional service at all times. This is achieved by encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet’s health as directed by the veterinarians.
• Answer multi-line telephone system, taking accurate messages, and screening and directing telephone calls to the appropriate person in a productive manner.
• Schedule patients for appointments in an efficient and productive manner.
• Acquire necessary medical records and documents for patient charts by communicating via telephone, email, or in person with other office locations or office personnel.
• Educate clients about hospital services including but not limited to, vaccine schedules, pricing, and products offered.
• Maximize the number of pets seen by the hospital team through a “come in now” environment.
• Maintain a neat and organized waiting room.
• Greet and identifying patients and visitors as they enter the office in reference to the daily schedule, obtain additional patient information as needed, and communicate unexpected delays when necessary.
• Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
• Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products and scheduling future appointments.
• Receive payments from patients for services rendered (credit/debit, cash, check, Care. Credit), inform clients of and assist with financing options, balance the cash drawer and enter financial transactions and miscellaneous correspondence on computer.
• Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• Review patient charts to ensure proper documentation and information are enclosed in accordance with practice guidelines.
• Contribute to team health and engagement by being supportive, assisting with new hire training and attending and contributing to team meetings. Comprehensive Benefit Package:
• Medical, dental, and vision insurance
• Short and long term disability coverage
• Life insurance - 401(k) with employer matching
• Generous employee discounts
• Employer paid EAP
• PTO
• Access to a dedicated financial wellness team and more! ATTITUDE:
• Shows initiative, integrity, cooperativeness, flexibility, tolerance for stress CAPABILITIES:
• Must have good communication skills, organizational ability, problem solving skills, client service skills and intellectual ability.
• Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Math Ability: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. PHYSICAL CONSIDERATIONS:
• The noise level in the work environment is moderately high.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances. Preferred Experience, Education and/or Training:
• Associate’s or Bachelor’s degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• High School Diploma or equivalent preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
• One-year related experience required with customer service preferred.