Customer Service Representative

 

LEAD CUSTOMER SERVICE REPRESENTATIVE (CSR)

AAHA (American Animal Hospital Association) Accredited Hospital – Fear Free Trained Staff

Department: Hospital| Reports to: Hospital Administrator | Non-Exempt |

POSITION SUMMARY: The Lead Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. They schedule client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. They oversee other CSRs to help ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.  This person will be the 'Director of First and Last Impressions' for clients coming and going on any given day.

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 pet's history, service data, and other pertinent information within the practice management software
• Answer complex questions from clients on the phone and in person, acting 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 sell 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 acts to satisfactorily resolve the problem
• Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports
• Support a practice environment that promotes collaboration and teamwork and 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

WHAT WE'RE LOOKING FOR (Essential Qualifications):

Education: 

• High School Diploma or GED required

Experience:

• 3+ years in a customer service role preferred
• Experience in veterinary or medical facility preferred, but not required

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
• Engage with social media and marketing content for clients

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 and weekends.

 

SUPERVISORY RESPONSIBILITIES:  

• Oversee other CSR staff to maintain high level of client service 
• Meet with management to set and achieve goals for the department
• Point person for conflict resolution, escalating to upper management where needed