Bilingual Veterinary Customer Service Representative

POSITION SUMMARY

The experienced Veterinary Customer Service Receptionist is the initial touchpoint for clients and their role is instrumental in shaping the client’s perception of the brand and is responsible for fostering a positive client experience while driving sales. By embodying Maricamp Animal Hospital’s Core Values, the Customer Service Representative is committed to cultivating an ongoing relationship with the client. They will display a genuine interest in how Maricamp Animal Hospital can help meet and support the well-being of their pets.

ABOUT MARICAMP ANIMAL HOSPITAL

Our mission is to empower a lifetime of memories, bringing pet health solutions that impact our community. We provide owners with the education they need in order to make a fully informed decision about their pet's health care. We are dedicated to ensuring our patients have the results and success they deserve. Our core values are the backbone of our business and guide our hiring process: we create impact, have discipline, are accountable, in alignment, results-oriented and inspirational.

Our team holds tremendous value and an integral part of creating an environment of success and wins from the clients and patients.

We help our team members achieve success in their roles and beyond through the development of their personal, professional, and financial goals - making it a top priority to support our team’s development potential.

OBJECTIVES

Utilize professional and courteous communication techniques when interacting with clients via various channels to provide support, information and education regarding our offered products and services based on the Veterinarian’s recommendations.

Maximize sales opportunities by proactively reaching out to clients to schedule appointments, engage with additional services or products, provide detailed information about the benefits of our products or services, and highlight promotions and tools.

Nurture the client-business relationship by providing exceptional customer service, demonstrating expertise, and showing genuine care and concern for their pets.

Manage the client pipeline by accurately tracking and documenting interactions, identifying client preferences, providing thorough follow-up, and ensuring the client’s needs are met at every stage of the process.

Professionally address client questions and complaints, and if needed, forward them to appropriate staff.

Expertly obtain and maintain accurate medical records throughout all client interactions.

Prepare procedure templates for various health certificates, records, and other pertinent medical files or documentation for patient appointments per company policy.

Respond to client requests, emails, and questions in a professional and timely manner while ensuring accurate documentation and record-keeping according to company policy.

Assist clients by creating financial plans using all available tools, resources, and promotions according to company policies.

Perform administrative functions including but not limited to new client registration and appointment scheduling per company policy while maintaining accuracy in data entry.

REQUIRED COMPETENCIES

Excellent verbal and written communication skills with a proven ability to navigate relationships with clients, co-workers, and patients.

Service-oriented and able to resolve customer grievances, concerns, and questions appropriately.

Personable communicator who clearly and persuasively describes products and services to customers to encourage sales transactions.

Must be detail-oriented and highly attuned to capturing relevant data in documentation.

Strong computer skills and highly proficient in MS Office Suite, Windows, Google Suite; and CRMS Outstanding organization and administrative accountability.

Ability to maintain confidentiality with individual interactions with patients

Experience successfully maintaining a positive attitude while working in a team environment with competing priorities.

Must have the physical and mental capacity to perform in a fast-paced and challenging environment.

REQUIRED EDUCATION AND EXPERIENCE

1-2 years experience in Customer Service and appointment scheduling, preferably…