Call Center Specialist - Harrisonburg VA

Career Opportunities with Anicira Veterinary Center

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In all that we do, Anicira works to improve the quality of life for cats and dogs in our communities. We offer a range of programs and veterinary services designed to advance our mission of making high-quality veterinary care affordable and accessible to all.

We are seeking a compassionate, dependable, and service-oriented Call Center Specialist to join our team. This position plays an important role in helping clients access the veterinary care their pets need by providing knowledgeable, efficient, and supportive assistance over the phone.

As a Resource Center Specialist, you will support clients across multiple Anicira veterinary locations, helping them navigate appointments, services, financial assistance options, and their pets' care.

Bilingual proficiency in English and Spanish is highly valued, and qualified employees are eligible for an additional $2.00 per hour bilingual pay differential.

The successful candidate will share Anicira's commitment to exceptional client service and accessible veterinary care. Our Resource Center Specialists create a welcoming and supportive experience for clients and their pets while effectively managing a fast-paced, high-volume call environment.

The ideal candidate will:

• Demonstrate excellent written and verbal communication skills.
• Provide compassionate, professional, and non-judgmental client service.
• Demonstrate respect and friendliness toward clients and team members while appreciating cultural differences and approaching interactions with kindness and an open mind.
• Be comfortable working independently while also collaborating effectively as part of a team.
• Think quickly, problem-solve, and exercise sound judgment.
• Remain calm, positive, and professional during challenging or emotional client interactions.
• Be comfortable learning and utilizing veterinary practice management software and other technology.
• Be organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Bilingual proficiency in English and Spanish is preferred. Candidates who demonstrate professional working proficiency in both languages may qualify for an additional hourly bilingual differential.

Responsibilities include, but are not limited to:

• Provide excellent client service during every interaction.
• Answer incoming calls and assist clients with scheduling appointments, general questions, and information about Anicira's services.
• Manage a multi-line phone system and accurately and efficiently triage incoming calls.
• Communicate with clients in a professional, positive, compassionate, and calming manner.
• Present and explain fees, treatment plans, products, and services clearly and accurately.
• Educate clients regarding available services and appropriate next steps for their pets.
• Gather relevant information to help triage patient concerns and appropriately alert veterinary nurses, technicians, or doctors when medical guidance is needed.
• Schedule appointments accurately based on hospital protocols, service availability, and patient needs.
• Utilize veterinary practice management software accurately and efficiently.
• Generate hospital forms, reports, and other documentation using practice management software.
• Maintain accurate medical records, charts, reports, and client correspondence.
• Process client financial…