Customer Service Representative

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.

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 cash 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

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
• 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