Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE (CSR) 

Animal Health Associates is looking to add a member to our team! We are located in South Eugene in the same location since 1947. We are a busy AAHA accredited hospital with 4 awesome vets who practice high-quality evidence-based medicine. We provide compassionate care to companion pets.

The receptionist/CSR is the first point of contact, the welcoming voice on the phone, the smiling face that warmly greets clients. Candidate will need good communication skills, phone skills, basic computer and data entry skills, as well as a love for animals and a sense of humor.

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 4 doctor AAHA practice. We are open Monday - Friday, and a shorter Saturday. 

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. 

 

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