Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE (CSR) Department: Operations | Reports to: Hospital Administrator | Non-Exempt |

POSITION SUMMARY: 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.

ABOUT US: We are a 1 and a half doctor practice with a small team.  We have three licensed veterinary technicians and one veterinary assistant to assist the doctors.  We are open Monday - Friday.  

WHAT YOU’LL DO (Essential Functions): • Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun • Maintains knowledge of the services the hospital provides and utilizes the information to promote the hospital’s services and products to existing and prospective customers • Welcomes clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs • Assists incoming clients. Documents and enters the pet’s history, requested services, and other pertinent information within the practice management software • Directs the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team • Answers basic questions from clients on the phone and in person, acting as an initial triage to determine patient’s service needs. Refers the patient to the appropriate veterinary staff as needed • Schedules client appointments and follow-up exams. Works with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling • Assists outgoing clients by providing all necessary instructions, information, and invoices. Dispenses prescription items per the Veterinarian's instructions and sells retail products • Responsible for cash management including accepting payments for products and services provided. Performs daily reconciliation of the cash drawer • Responds to customer complaints in a professional, courteous manner and acts satisfactorily resolve the problem • Supports a practice environment that promotes collaboration and teamwork and ensures the delivery of quality, compassionate, effective, and efficient health care to pets • Complies with all practice policies, quality assurance guidelines, and minimum standards of care • Performs other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications): 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 • Prioritizes work and handles a variety of tasks simultaneously, with frequent interruptions • Strong organizational and time management skills • Effectively and quickly responds to requests in a proactive manner • Strong 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. May be exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours including evenings and weekends.

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