Customer Service Representative

POSITION REQUIREMENTS

• Educational
• High school diploma or equivalent
• Strong working knowledge of Microsoft Office Suite, Google Documents/ Sheets Experience
• Minimum of 3 years of experience in customer service
• Significant experience with basic office functions in a busy environment
• Prior experience in animal related industry is preferred but not required
• Personal
• Flexibility in schedule and ability to cover other CSR’s shifts
• Quickly learn how to pronounce, define and spell commonly used veterinary terminology
• Perform basic computer skills
• Ability to lift 30lbs
• Ability to sit for long periods of time
• Ability to stand for long periods of time
• Ability to tolerate noise and odor

As an employee in a veterinary office we often deal with barking dogs, crying cats and noxious odors, chemical or otherwise.

• Ability to apply common sense understanding to carry out instructions furnished in written or oral.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to use initiative to effectively deal with variable situations in the reception area; employees or clients.
• Must be a solution seeker.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to reconcile the cash drawer to software reports.

• Can answer client’s inquiries about services we provide, and the expense involved
• Can educate clients on medically documented discharge instructions.

• Able to accurately explain payment policy and accepted forms of payment
• Able to accurately explain and collect deposits

• Ability to bond with clients and patients
• Ability to maintain a positive environment for our clients

• Ability to logically schedule appointments
• Ability to recognize gaps in the schedule and address them with management accordingly
• Ability to schedule same day urgent care to avoid bottle necking.

• Proficient in using veterinary-specific medical record platforms for entering notes, updating patient histories, and processing medications.
• Comfortable navigating online scheduling systems to book, adjust, apply deposits and confirm appointments.
• Able to communicate effectively through clinic texting platforms to engage with clients and provide timely updates.
• Capable of learning and adapting to new software and technology tools used in a veterinary setting.
• Responsible for making client compliance calls to follow up on treatment plans, medication refills, and recommended services.

• Receives and relays telephone, text and email messages accurately and promptly
• Answers phones promptly and in a professional and friendly manner

• Can maintain positive, cooperative relationships with other employees
• Gives respect to coworkers even when busy or hectic
• Report any personnel issues to Client Service Lead

• Can conduct oneself in a confident and professional manner
• Can turn future clients (price shoppers) into clients through relationship building and bonding
• Ability to explain Authorization Forms

• Ability to maintain a clean and organized front desk and waiting area at all times
• Is always concerned with practice appearance and promptly tends to any areas of concern
• Ensure compliance for daily, weekly, and monthly to-do lists for receptionists

• Can accurately verify client and patient chart information
• Oversees medical records to ensure completeness and corrects any mistakes
• Ability to explain Urgent care/Critical Care Authorization

• Understands what task must be prioritized and can multitask
• Refrains from excessive conversation that distracts from the task at hand
• Create and maintain front desk manual

• Attend all hospital meetings
• Assist in training of team members.
• Support the training of new hires and assist the lead with onboarding and skill development
• Performs other duties as assigned by the Practice Manager, Lead Technician or Doctor’s
• This is not an all-inclusive list, but rather an overview

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