Client Service Representative-Full Time

Job Summary

Meet and greet clients and their pets. Coordinate and represent all facets of client services. To serve as a good will ambassador for the hospital.

• Excellent client service skills.
• Excellent phone skills.
• Computer skills preferred.
• Must be friendly, outgoing, “people-oriented.”
• Excellent communication skills.
• Ability to work in a team oriented environment.
• Well groomed, organized and detail oriented.
• Ability to take direction.
• Ability to handle money accurately and honestly.
• Must possess sound decision making skills and multi-task while working in an environment of stress.

• High School Diploma.
• Must have experience working with the public, i.e. restaurant, retail or service business.
• Experience in a veterinary hospital or other doctor’s office is a plus.

• Scheduling appointments.
• Effective determination and scheduling of emergencies.
• Authority to delay disputed charges until further reviewed by supervisor.
• Authority to resolve client service issues within established guidelines.

• Dependable attendance is required.
• Any allergies to animals must be controllable through medication.
• Must be able to lift 40 pounds.
• Must be willing to work long or irregular hours under pressure conditions.
• This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
• Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include:

• Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.
• Demonstrate excellent relations with clients/pets in waiting and/or exam rooms:
  • Ensure that clients and pets feel welcome and comfortable.
  • Serve as “Ambassadors” – creating and maintaining goodwill for the hospital.
  • Build rapport with clients.
  • Immediately greet clients and pets by name.
  • Quickly understand client needs and initiate the process of meeting those needs.
  • Help new clients completely fill out the registration form.
  • Inform new clients about services, etc. that your hospital offers.
  • If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time.
  • Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need:
    • General dietary requirements and feeding schedules.
    • Vaccines.
    • Dental care instructions.
    • Routine laboratory tests (i.e. stool exams, heartworm tests, urinalysis, leukemia tests, etc.).
    • Heartworm preventatives.
    • General flea and tick control.
• Generate, present and explain fee estimates for treatment/surgery to clients.
• Handles client complaints with concern and diplomacy.
• Accurately communicates medical/surgical information to clients.
• Send client cards and letters, i.e., thank you notes, sympathy cards, as directed by management team.
• Prepare, distribute and explain client education materials.

• Exhibit a “come in now” attitude towards clients and patients.
• Answers telephone promptly.
• Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
• Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
• Reschedule any missed appointments.
• Understand and use excellent telephone etiquette.
• Call clients to confirm appointments, remind of…