Customer Service Representative

Description

Do you desire to make a difference in your team, your clients, and your patients' lives while feeling supported?

Culture is king in our practices! What does that mean? It means we hire, reward, and coach around our values. We know that each person brings unique skills and backgrounds that can make us better.

Our core values capture that spirit as we work to improve lives by doing what’s right for pets, clients, and our teams.

• Speak Truth
• Choose Positivity
• Serve Well
• Own It
• Always Better

Position Purpose:

The purpose of this position inherently involves providing excellent customer care to our Mill Springs Animal Hospital clients. The Customer Service Representative represents the mission and values to all customers and is typically the first and last person a client encounters when entering our hospital. This dynamic role requires a proactive and adaptable individual who can handle a variety of tasks with enthusiasm. The ideal candidate should be passionate about providing exceptional service to both clients and their beloved pets.

Essential Job Functions

• Assume primary responsibility for answering the practice phones
• Scheduling appointments for well, sick, and surgical appointments
• Issuing invoices and receiving payments after appointments
• Ensure lobby area remains clean and organized at all times
• Able to demonstrate both care and empathy to human and animal clients
• Answering telephone calls and returning emails
• Excellent organizational, time management, and multitasking abilities are required
• Greet all visitors to the practice; greeting clients and patients by name as they arrive for appointments and notify technical staff when they arrive.
• Participate in the training of new staff members
• Confirm all appointments by client’s preferred communication method (phone, email, text) the prior day, and make necessary adjustments.
• Possess basic understanding of practice logistical specifics in order to provide backup support to technical staff when rooms need to be loaded or patients need to be discharged and primary staff members are otherwise occupied.

Requirements

Education/Experience

• Previous experience working in veterinary practice or a customer-facing role in another organization.
• Must have excellent written and verbal communication skills.
• Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Must have exceptional telephone and computer skills.
• Must be a team player willing to learn new techniques and treatments, offer creative ideas, and accept change.
• Preferred: Previous experience using a Practice Management System