Veterinary Customer Service Representative

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

• Foster a culture built on our values:
  Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital’s services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet’s history, requested services, and other pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian’s instructions and sells retail products
• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care
• Perform other duties and projects as requested

Education:

High School Diploma or GED required

Professional

Licenses/Certifications:

None

Experience:

1+ years experience in retail sales or customer service preferred

Experience in a medical facility desired

Knowledge, Skills and Ability:
Ability to provide effective customer service principles

Knowledge, Skills and Ability:
Basic knowledge of medical terminology

Knowledge, Skills and Ability:
Basic proficiency with a variety of computer programs including Microsoft Office Suite

Knowledge, Skills and Ability:
Basic written, verbal, and active listening communication skills

Knowledge, Skills and Ability:
Strong customer relations and interpersonal skills

Knowledge, Skills and Ability:
Exercises tact and diplomacy in dealing with sensitive issues and situations

Knowledge, Skills and Ability:
Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions

Knowledge, Skills and Ability:
Strong organizational and time management skills

Knowledge, Skills and Ability:
Effectively and quickly responds to requests in a proactive manner

Knowledge, Skills and Ability:
Strong attention to detail and high level of accuracy

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending,…