Job Title: Veterinary Customer Service Representative

Company: Mohnacky Animal Hospital

Location: Escondido, CA

Reports To: Executive Director

Department: Front Office Staff

Employee Status: Non-Exempt

We are seeking a dynamic Customer Service Representative for our practice. We are focused on making sure our hospital has the right tools to allow our doctors and medical staff the ability to provide excellent service and care. Candidates must thrive in a fast-paced environment and be excited about working with pets!

Knowledge, Skills, and Abilities:

• Excellent customer service skills
• Excellent communication/phone skills
• Basic computer skills
• Must be friendly, outgoing, and people oriented
• Ability to work in a team oriented environment
• Well groomed, organized, and detail oriented
• Ability to take direction
• Ability to handle money accurately and honestly
• Must be able to make sound decisions and multitask while working under pressure

Experience, Education, and Training:

• High School Diploma or equivalent
• Previous veterinary or doctor’s office experience is a plus

Authority:

• Scheduling appointments
• Effective determination and scheduling of emergent patients
• Authority to delay disputed charges until further review by Executive Director
• Authority to resolve client service issues within established guidelines set by the Executive Director

Physical Requirements:

• Dependable attendance is required
• Ability to lift 40 pounds
• Ability to work a variety of day, evening, weekend, and holiday shifts to include 8 hour shifts, typically not in a fixed week to week pattern
• This position requires sitting, standing, kneeling, and walking for extended periods
• Visual acuity sufficient to maintain accurate records and read written instructions
• Ability to speak clearly and sufficiently hear given information in person and over the phone
• Ability to operate office equipment such as computers, phones, copiers, etc.

Duties:

The following is a list of essential job requirements. This list may be revised at any time and additional duties assigned as needed.

Client service:

• Demonstrate excellent customer service through client/patient interactions
• Ensure all clients and patients feel welcome and comfortable
• Create and maintain a hospitable environment
• Build trusting relationship with clients
• Immediately greet clients and their pets by name- make eye contact with clients while speaking to them
• Exceed the clients expectation of service
• Quickly understands and addresses client needs
• Help new clients fill out new client forms- relay hospital services, offers, etc.
• Inform clients of any delays and expected wait times
• Effectively communicate and educate clients on general husbandry and answer non medical questions regarding dietary requirements, vaccination schedules, at home dental care, housebreaking techniques, indications for routine lab tests, preventatives, etc.
• Create, present, and confidently communicate estimates for various treatments or surgeries
• Handles client complaints promptly and with concern
• Accurately communicates medical and surgical information to clients
• Send client cards and letters in a timely manner- sympathy cards, thank you notes, welcome cards, etc.
• Handout and explain client education materials when needed

Answer phones and make appointments:

• Answers the phone promptly- greets client with “Mohnacky Animal Hospital of _________ this is ____________ how can I help you.”
• Maintains professional telephone etiquette
• Prioritizes client concern and schedules appointments accordingly
• Encourage clients to make an appointment if the pet has a problem
• Schedule appointments and other patient visits in the appointment book based on hospital flow and Dr schedules
• Reschedule missed appointments
• Call clients to confirm appointments, check in on patients recently hospitalized/surgery patients, and remind of any upcoming/past due vaccines or lab work
• Refuse to diagnose over the phone

Maintain charts and computer records:

• Input new client/patient information into the computer
• Keep records up to date with current client/ patient information- address, telephone numbers, vaccine due dates, etc.
• Prepare client charts prior to the appointment- necessary forms, estimates, etc.
• Recommend needed services- vaccinations, heartworm testing, etc.
• Present invoices and collect payment

Pharmacy and retail sales:

• Knowledge of all retail products offered and how/when they are used- dietary products, parasite control/preventatives (flea, tick, and heartworm)
• Accurately fill prescriptions and dispense medication a directed by a veterinarian
• Accurately describe prescription directions to clients and any adverse effects

Maintenance/housekeeping duties:

• Keep the front desk, reception area, and exam rooms clean at all times- periodically check outside the hospital for any urine or feces
• Keep the client refreshment area stocked and neat at all times
• Keep your appearance clean and neat at all times

Financial responsibilities:

• Verify that all services and/or products are accurately entered in the computer prior to charging out a client
• Collect payment for services at the time the are rendered
• Accurately balance the cash drawer with the computer summary report
• Prepare deposit slips as directed by the Executive Director
• Keep cash and checks secure at all times

Marketing implementation:

• Present promotions/special offers to clients (when applicable) in a professional manner

Benefits:

We offer competitive wages and a comprehensive benefits package for full-time employees, including:

• Medical
• Dental
• Paid Vacation/Sick Days
• 401(k)
• Generous employee pet discounts
• Career advancement opportunities!

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Application Question(s):

• Are you available to work Saturdays?

Experience:

• Veterinary assistant: 1 year (Preferred)
• Customer service: 2 years (Preferred)

Work Location: In person