Customer Service Representative

POSITION SUMMARY:

The Client Service Representative (CSR) plays a crucial role in delivering exceptional customer service and support during high-stress situations. This position requires a compassionate and empathetic individual who can effectively communicate with pet owners, understand their needs, and provide timely assistance.

Key responsibilities include greeting clients upon arrival, managing phone inquiries, and processing payments. The CSR will also collaborate closely with veterinary staff to ensure smooth operations, relay important information, and maintain accurate patient records. The CSR will help create a welcoming environment, ensuring that both pets and their owners feel supported and cared for during their visit.

WHAT YOU'LL DO (Essential Functions):

• Foster a culture built on our values:
  Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Assist incoming clients. Document and enter the client's personal information, pet's history, service data, and other pertinent information within the practice management software in an efficient manner
• Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient's service needs by making proper notation of communication in the practice management system. Refer the patient to the appropriate veterinary staff as needed
• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer and perform necessary payment audits throughout the shift.
• Responds to customer complaints in a professional, courteous manner and act to satisfactorily resolve the problem
• Maintain a clean and stocked lobby area, including the coffee bar and restroom
• Support a practice environment that promotes collaboration and teamwork and ensures 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

WHAT WE'RE LOOKING FOR (Essential Qualifications):
Education:

• High School Diploma or GED required

Experience:

• Experience in veterinary or medical facility preferred
• Experience in a customer service position

Knowledge, Skills and Ability:

• Strong knowledge of effective customer service principles
• Strong knowledge of medical terminology
• Advanced proficiency with Microsoft Office Suite
• Advanced written, verbal, and active listening communication skills
• Excellent customer relations and interpersonal skills
• Effective conflict resolution skills with experience in defusing stressful situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Effectively and quickly respond to requests in a proactive manner
• Excellent attention to detail and high level of accuracy

PHYSICAL DEMANDS:

• 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, reaching, grasping, and repetitive motions.
• Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance.
• Working environment may be stressful with aggressive, frightened, abused or injured animals that may bite or scratch.
• Must be able to work flexible hours including evenings, holidays and weekends.

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

• Basic knowledge of medical terminology

• Basic proficiency with a variety of computer programs including Microsoft Office Suite

• Basic written, verbal, and active listening communication skills

• Strong customer relations and interpersonal skills

• Exercises tact and diplomacy in dealing with sensitive issues and situations

• Prioritize work and handle a variety of tasks…