Client Service Coordinator

Customer Service Representative Job Description

SUMMARY OF JOB PURPOSE AND FUNCTION
:
The Customer Service Representative (CSR) drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

• Provide professional, efficient and exceptional service at all times, including encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
• Maintain a clean and presentable lobby & front desk.
• Work closely with Customer Service Lead (CSL) on AllyDVM to achieve clinic goals.
• Manage scanning and attaching of pet records into the database.
• Call and confirm following day appointments and surgeries by 2 pm on the previous day.
• Educate clients about care packages, preventative care, pet health needs and hospital services including online pharmacy.
• Maintain accurate balances and utilise proper opening and closing procedures.
• Assist incoming clients by completing 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.
• Other job duties as assigned.

• High School Diploma or equivalent.
• 1 year customer service experience.
• Bilingual preferred.

• Manage multiple tasks at one time.
• Accurately and consistently follow instructions delivered in an oral, written or diagram format.
• Comfortably and confidently use a computer and specialized software.
• Willing to work with others, collaborating and compromising where necessary.
• Open to changing situations and opportunities and willing to perform all tasks assigned.
• Maintain a positive “can do” outlook, rebound quickly from frustrations and unpleasantness, and maintain composure and friendly demeanor while dealing with stressful situations.

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.