Customer Service Representative

Position Summary

The Customer Service Representative (CSR) actively recruits new clients, promotes hospital services, schedules client visits, and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. The CSR ensures good communication with clients, coordinates the care of pets, and influences clients to return and refer their friends and families.

• Foster a culture built on our values:
  Respect, Learning, Do the Right Thing, WOW Service, and Fun.
• Maintain knowledge of the services the hospital provides and utilize that information to promote the hospital’s services and products to existing and prospective customers.
• Welcome clients and pets, ensuring they are comfortable in the hospital, and educate clients about preventative care and pet health needs.
• Assist incoming clients by documenting and entering the pet’s history, requested services, and other pertinent information within the practice management software.
• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patients’ service needs, and refer the patient to the appropriate veterinary staff as needed.
• Schedule client appointments and follow‑up exams, working with veterinarians and veterinary staff as needed to ensure optimal scheduling.
• Assist outgoing clients by providing all necessary instructions, information, and invoices.
• Dispense prescription items per the veterinarian’s instructions and sell retail products.
• Manage cash, including accepting payments for products and services, and perform daily reconciliation of the cash drawer.
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem.
• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets.
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care.
• Perform other duties and projects as requested.

High School Diploma or GED required.

• High School Diploma or GED required.

• 1+ years’ experience in retail sales or customer service preferred.
• Experience in a medical facility desired.

• Ability to provide effective customer service principles.
• Basic knowledge of medical terminology.
• Basic proficiency with a variety of computer programs including Microsoft Office Suite.
• Basic written, verbal, and active listening communication skills.
• Strong customer relations and interpersonal skills.
• Exercise tact and diplomacy in dealing with sensitive issues and situations.
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions.
• Strong organizational and time management skills.
• Effectively and quickly respond to requests in a proactive manner.
• Strong attention to detail and high level of accuracy.

While performing the duties of this job, the team member is regularly required to talk and hear, frequently use a computer for long periods of time, and must have close vision. The position requires walking and/or standing for long periods, bending, reaching, grasping, and repetitive motions. The employee may be exposed to disinfectant/sanitation chemicals, pets dander, and excretions, and to low to moderate noise levels.

The employee must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance, and must work flexible hours including evenings and weekends.

None

$17—$22 USD