Customer Service Representative

Position Summary

The Customer Service Representative (CSR) meets and greets all clients, providing exceptional customer service, managing front-desk operations and handling financial transactions. 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 all team members to coordinate gold standard care of all pets.

Salary Contingent On Experience-

WHAT YOU’LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,
  
  

and Fun

• Maintain knowledge of the services the hospital provides and utilizes the information to
  
  

promote the hospital’s services and products to existing and prospective customers

• Welcome clients and pets, ensuring that they are comfortable in the hospital, and
  
  

educating the clients about preventative care and pet health needs

• Assist incoming clients. Document and enter the pet’s history, requested services, and
  
  

other pertinent information within the practice management software

• Direct the flow of clients and pets to ensure superior client care and maximum productivity
  
  

of the veterinary medical team

• Answer basic questions from clients on the phone and in person, act as an initial triage to
  
  

determine patient’s service needs. Refer the patient to the appropriate veterinary staff as

needed

• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
  
  

veterinary staff as needed to ensure optimal scheduling

• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sells retail products
• Responsible for payment management including accepting payments for products and
  
  

services provided. Perform daily reconciliation of the cash drawer

• Respond to customer complaints in a professional, courteous manner and act satisfactorily
  
  

to resolve the problem

• Support a practice environment that promotes collaboration and teamwork to ensure the
  
  

delivery of quality, compassionate, effective, and efficient health care to pets

• Comply with all practice policies, quality assurance guidelines, and minimum standards of
  
  

care

• Perform other duties and projects as requested
  
  

Education

WHAT WE’RE LOOKING FOR :

• High School Diploma or GED required
  
  

Professional Licenses/Certifications: None

Experience

• 1 years experience in veterinary field as a CSR
• Experience in a veterinary facility desired
  
  

Knowledge, Skills And Ability

• Ability to provide effective customer service principles
• Basic knowledge of veterinary medical terminology
• Basic proficiency with a variety of computer programs - Cornerstone veterinary computer systems would be a plus!
• 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
• Prioritize work and handle 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.

SUPERVISORY RESPONSIBILITIES: None