Customer Service Representative

<p><strong>POSITION SUMMARY:</strong></p> <p>&nbsp;The Customer Service Representative (CSR) actively recruits new clients<br>and promotes hospital services. Schedules client visits and drives the flow of clients and pets<br>through the hospital to aid the productivity of the veterinary medical team. Ensures good<br>communication with the clients, and coordinates the care of the pets, influencing clients to return<br>and refer their friends and families.</p> <p><strong>WHAT YOU’LL DO (Essential Functions):</strong></p> <p><br>• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,<br>and Fun<br>• Maintain knowledge of the services the hospital provides and utilizes the information to<br>promote the hospital’s services and products to existing and prospective customers<br>• Welcome clients and pets, ensuring that they are comfortable in the hospital, and<br>educating the clients about preventative care and pet health needs<br>• Assist incoming clients. Document and enter the pet’s history, requested services, and<br>other pertinent information within the practice management software<br>• Direct the flow of clients and pets to ensure superior client care and maximum productivity<br>of the veterinary medical team<br>• Answer basic questions from clients on the phone and in person, act as an initial triage to<br>determine patient’s service needs. Refer the patient to the appropriate veterinary staff as<br>needed<br>• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and<br>veterinary staff as needed to ensure optimal scheduling<br>• Assist outgoing clients by providing all necessary instructions, information, and invoices<br>• Dispense prescription items per the Veterinarian's instructions and sells retail products<br>• Responsible for cash management including accepting payments for products and<br>services provided. Perform daily reconciliation of the cash drawer<br>• Respond to customer complaints in a professional, courteous manner and act satisfactorily<br>to resolve the problem<br>• Support a practice environment that promotes collaboration and teamwork to ensure the<br>delivery of quality, compassionate, effective, and efficient health care to pets<br>• Comply with all practice policies, quality assurance guidelines, and minimum standards of<br>care<br>• Perform other duties and projects as requested</p> <p><strong>WHAT WE’RE LOOKING FOR (Essential Qualifications):</strong></p> <p><br><strong>Education</strong>:<br>• High School Diploma or GED required<br>Professional Licenses/Certifications: None<br>Experience:<br>• 1+ years experience in retail sales or customer service preferred<br>• Experience in a medical facility desired<br>Knowledge, Skills and Ability:<br>• Ability to provide effective customer service principles<br>• Basic knowledge of medical terminology<br>• Basic proficiency with a variety of computer programs including Microsoft Office Suite<br>• Basic written, verbal, and active listening communication skills<br>• Strong customer relations and interpersonal skills<br>• Exercises tact and diplomacy in dealing with sensitive issues and situations<br>• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions<br>• Strong organizational and time management skills<br>• Effectively and quickly responds to requests in a proactive manner<br>• Strong attention to detail and high level of accuracy</p> <p><strong>PHYSICAL DEMANDS:</strong></p> <p><br>While performing the duties of this job, the team member is regularly required to talk and hear.<br>The team member must frequently use a computer for long periods of time. Specific vision<br>abilities are required to do this job including close vision. This position requires walking and/or<br>standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be<br>exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is<br>exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with<br>assistance. Must be able to work flexible hours including evenings and weekends.</p> <p><strong>SUPERVISORY RESPONSIBILITIES:</strong> None</p>