Customer Service Specialist - Clinic

EOE Statement It is the policy of the Humane Society of Southern Arizona, Inc. to provide all persons with equal employment opportunities regardless of race, color, citizenship status, national origin, ancestry, gender, sexual orientation, gender identity, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by law.

Category:
Veterinary

Responsible for fielding phone and online inquiries from external customers for services and resources, and maintaining excellent customer relations between Clinic staff and Clinic clients. Invoices and collects payment for services. Process payments and Assist management team with administrative duties as well as data entry, assisting with housekeeping and light clinic tasks when time allows.

• Answers Clinic phone within 3 rings when possible
• Logs incoming phone messages and returns calls as soon as possible, fields messages
• Responds to emails within 24 hours
• Books spay/neuter appointments
• Provides copies of medical records to clients and veterinary clinics as requested and as authorized.
• Enters surgical notes, test results, and vaccination data into the shelter and clinic management software with a high level of accuracy and proficiency.
• Client phone contact to confirm appointments
• Keeps Clinic management team informed of any customer complaints and/or problems.
• Prepares all pre-surgical and wellness visit paperwork.
• Restocks Clinic lobby educational material and retail supplies
• Enters Clinic (including vaccination clinic) microchip data into shelter and clinic management software and microchip company webpage.
• Scans and electronically files clinic records
• Responsible for the set up, customer service, money and paperwork for the vaccination clinics.
• Ensures vaccination reminders are given to clients.
• Assists management team with administrative duties as necessary.
• Furnishes information concerning the work of the Clinic and the Shelter; provides basic animal care advice and makes referrals as appropriate.
• Dispenses and gives information about prescriptions and/or special care to owners as instructed by the veterinarians.
• Review discharge instructions with owners when required
• Provides information in person or over the phone regarding animal issues including but not limited to: animal welfare, HSSA's policies and services, animal care and euthanasia or directs patron to appropriate department
• Acts as liaison with Finance Department to maintain accuracy of accounts receivable.
• Maintain cleaning and other checklists in down time
• May be asked to perform light tasks in clinic area including laundry, cleaning and sorting instruments, cleaning kennels when staffing requires
• May train and supervise volunteers for clinic functions.
• Perform customer service to the standards set forth in HSSA’s employee manual.
• May drive company vehicle in performance of company business.
• Performs other duties as assigned.

Work is performed at an animal shelter in Spay/Neuter Clinic. Potential exposure to zoonotic diseases, dangerous and fractious animals, high noise levels, hazardous chemicals, and sharp objects. Field conditions may be encountered. Able to lift up to 50 lbs., long periods of standing, bending, stooping, reaching and working outdoors in differing climates and animal handling and restraint in animal shelter setting.

Potential exposure of infectious diseases to owned animals. Able to handle all sizes and activity levels of animals.

Performance Factors and Necessary

Skills:

Communication and Contact:
The Customer Service Specialist communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of HSSA and has tact and above average communication and customer service skills.

Attendance and Dependability:
The Customer Service Specialist can be depended on to report to work at the scheduled time and is seldom absent from work and can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.

Relationships…