CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

Job Title:

Customer Service Representative General Description of Position:

Customer Service Representatives (CSR) are the customer-relations experts in a veterinary practice. They are the clients' first impression of the practice, on the phone or in person. CSRs must possess strong organizational skills, have excellent telephone and in-person communication skills, and possess the ability to remain calm under pressure. CSRs must have compassion for animals and their owners and understand the stress that patients and clients endure.

Job Requirements/Skills/Physical Demands:

Customer Service Representatives should expect to spend nearly all their workdays at the front desk. They should arrive to work on time to prepare the clinic for business as well as be flexible enough to stay late if needed to close the clinic. The position requires the completion of a high-school degree or further education, competence in the English language, patience and a pleasant manner. It is necessary that a CSR can multi-task and be able to deal with the fast pace of a veterinary hospital. Ideally, newly hired CSR will possess computer skills and have had cashier and related front-office work experience. CSRs are responsible for greeting clients and patients in a friendly and professional manner; taking phone messages and making medical notes; differentiating routine cases, sick cases and emergency cases; scheduling appointments; entering client, patient and financial data into the computer; generating invoices and explaining them to clients; processing payments; keeping the reception area neat and clean; retrieving and sorting mail; counting and recording deposits at the end of the day; retrieving faxes and transferring to correct patient files; faxing prescriptions; emailing records and radiographs; scanning and uploading documents; retrieving messages from voice mail; retrieving e-mail and troubleshooting office equipment issues.

Reports to:

Lead CSR, Hospital Administrator and Veterinarians Supervises:

Support staff

Essential Functions:

As customer service representative your job entails some additional tasks. Customer Service Representative - Updating HWP and Flea and Tick reminders for faxed prescriptions. Keeping an updated list of cash client's prescriptions. Spay and Neuter letters, as well as welcome letters. Assisting clients with ordering online medications and food. Organizing anything and everything Hospital Cleanliness Responsibilities - vacuuming; mopping; changing garbage; dusting; following daily, weekly and monthly task lists; cleaning windows and doors; replenishing supplies (including paper towels, garbage bags, air fresheners); cleaning kitchen/break area; and overall maintenance (both inside and outside the hospital) of the sights, smells and sounds of the hospital. •This is by no means a complete list. Some tasks may be assigned to a specific staff member to complete. Some tasks may be added or removed from this list as deemed necessary for the safety and well- being of our patients. Opportunities for

Growth:

There are several areas of potential growth as a customer service representative in our hospital. By demonstrating the desire to perform and/or learn additional tasks, this position can be upgraded to Lead CSR or Manager should the position become available. These are just a few tasks that we feel would demonstrate the desire of a customer service representative to learning and growing more in our hospital: showing strong leadership and training abilities towards other staff members; loyalty towards hospital and dependable in emergencies; and absolute confidence in required skills and duties. How this position is part of the team : By assisting the doctors and technicians we can maintain the high standard of care for our patients that is extremely important. Utilizing our skills for client phone calls and client education gives the doctors and technicians the opportunity to diagnose and care for more patients. Every aspect of the patient's care rolls over into customer service as well. By educating our clients, we can give them the opportunity to provide optimum care for the life of their pet. Serving the clients beyond their expectations with our animal care, customer service, and hospital cleanliness will enable us to forge strong bonds with our clients and their pets.

Continuing Education Requirements:

None required for Customer Service Representative but always open the hospital is always open to learning and improving for all the team.

Job Type:

Full-time Pay:

From $15.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Professional development assistance Vision insurance

Shift:

Day shift

Work Location:

In person