Customer Service Representative

Customer Service Representative I

Part-Time position: 16-24 hours per week with opportunity to pick up shifts

$17.50 - $19/hour

The Client Service Representative (CSR) plays a pivotal role in delivering outstanding client service. They handle a range of tasks including answering calls, triaging phone calls, scheduling appointments, processing payments, and facilitating communication between clients and staff.

A successful CSR is characterized by their friendly demeanor, efficiency, and ability to remain composed amidst interruptions or emergency situations. They exude confidence in the quality of our services, effectively communicate recommendations to clients, and demonstrate empathy and compassion, especially in emotionally charged situations. Moreover, CSRs serve as the frontline representatives of our organization, creating a positive first and last impression on clients.

Their role is indispensable in ensuring positive client experiences.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

• Directly reports to the Client Service Representative Team Leader and/or Practice Manager.
• Periodically receives direction from the Practice Manager and veterinarians.

• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• Operates a multiple-line telephone system.
• Answers incoming lines using a three point phone greeting, places callers on hold, transfers calls, and pages staff members.
• Takes and routes messages for veterinarians and staff members.

• Follows hospital guidelines for client communication, addressing inquiries, appointments, medical questions, emergencies, and prescription refills.
• Handles basic inquiries about services, fees, animal care and treatment, directing complex queries to appropriate staff.
• Utilizes active listening to gather necessary information and addresses client concerns effectively.
• Provides updates on pet medical status and communicates invoice details by initiating timely client callbacks.
• Stays informed on wellness-care standards and common medical issues.

• Welcomes clients and patients to the practice and makes them comfortable by using the client's and pet's names to personalize communication.
• Monitors appointment schedule and communicates with clients about wait times.
• Maintains a pleasant and professional demeanor even when clients become emotional, disruptive, or discourteous.

• Uses PMS scheduling software to book outpatient, surgical, hospitalized patient, and technician appointments.
• Adheres to hospital guidelines for appointment scheduling, ensuring appropriate time allocation.
• Determines client preferences for veterinarian selection and schedules accordingly.
• Efficiently schedules appointments to accommodate client needs and optimize staff utilization.

• Accurately maintains up-to-date records and reports, enters fees and charges, and maintains the database.
• Generates financial and other reports using the computer system, as directed.
• Performs a backup of the computer system on a regular basis, as directed.

• Promotes the hospital to persons inquiring about the practice, fees, and products/services.
• Educates clients regarding recommended preventive medicines, vaccination requirements, and suggested procedures to maintain their pets' good health in accordance with hospital policies.
• Distributes handouts, new client kits, hospital brochures, hospital leashes, pet carriers and puppy/kitten packages to clients.
• Mails sympathy cards to clients.

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Maintains knowledge of the practice's products and services, as well as basic patient preventative care protocols.
• Improves upon veterinary knowledge and skills by taking advantage of in-house education materials and by participating in continuing education (if permitted), staff meetings, and in-house training.

• Retrieves and files medical records promptly and accurately.
• Purges inactive files as directed.
• Updates client and patient records as necessary.
• Scans medical documents and emails records to requesters with client approval. Manages returned mail and postcards, contacting clients for updated information.

• Retrieves and preps client records before their arrival.
• Completes necessary forms and gathers required information including medical history and referrals.
• Ensures compliance with hospital policies, particularly regarding patient admittance.
• Communicates pertinent medical and general information to veterinarians and technicians.
• Recognizes and notes any procedures due for the patient.
• Triage urgent-care patients and coordinate with the…