What are the responsibilities and job description for the Call Center Representative position at Ann Road Animal Hospital?
We are seeking a dedicated and dynamic Communication Specialist to join our team. This role combines the responsibilities of a receptionist and a call center attendant. The ideal candidate will be the first point of contact for our clients, both in-person and over the phone, and will play a critical role in managing the flow of communication within the hospital. This position requires exceptional customer service skills, attention to detail, and the ability to handle multiple tasks efficiently in a fast-paced environment.
--- Key Responsibilities
Front Desk Reception
- **Client Interaction:**
- Greet clients and visitors with a friendly and professional demeanor.
- Assist clients with check-in and check-out processes.
- Manage the waiting area, ensuring it is clean, welcoming, and stocked with necessary materials.
- **Appointment Management:**
- Schedule and confirm appointments using the hospital's management software.
- Inform clients about necessary preparations and procedures for their appointments.
- Handle cancellations, rescheduling, and follow-up appointments.
- **Client Records:**
- Maintain accurate and up-to-date client and patient records.
- Collect and process payments for services rendered.
- Assist in preparing and organizing patient files for consultations.
Call Center Duties
- **Phone Operations:**
- Answer incoming calls promptly and courteously.
- Provide information about hospital services, policies, and procedures.
- Triage and direct calls to appropriate departments or personnel.
- **Client Support:**
- Address and resolve client inquiries and concerns effectively.
- Provide initial advice and support to clients regarding their pets' needs.
- Schedule appointments and follow-ups over the phone.
- **Communication Management:**
- Monitor and respond to emails and messages from clients.
- Manage communication logs and ensure all interactions are documented properly.
General Administrative Support
- **Coordination:**
- Assist with the coordination of in-hospital activities and patient flow.
- Support the team with administrative tasks such as filing, data entry, and inventory management.
- **Client Education:**
- Provide educational materials and resources to clients.
- Inform clients about preventive care, wellness plans, and available services.
- **Team Collaboration:**
- Work closely with veterinarians, technicians, and other staff to ensure seamless service delivery.
- Participate in staff meetings and training sessions as required.
Qualifications
- **Education:**
- High school diploma or equivalent required.
- Additional training or certification in customer service or veterinary assistance is a plus.
- **Experience:**
- Previous experience in a receptionist or call center role, preferably in a veterinary or healthcare setting.
- **Skills:**
- Strong verbal and written communication skills.
- Proficiency in using computer systems and software, including appointment management tools.
- Excellent organizational and multitasking abilities.
- Compassionate and patient demeanor with a genuine love for animals.
- Ability to remain calm and professional in stressful situations.
Work Environment
- This position involves frequent interaction with clients and their pets, requiring a calm and friendly approach.
- The role may require standing or sitting for extended periods, and the ability to lift up to 30 pounds occasionally.
- A flexible schedule, including availability on weekends and holidays, may be required to meet the needs of the hospital.
Job Type: Part-time
Pay: $13.50 per hour
Work Location: In person
Salary : $14