Job Title:

Member Advocate Location:

Portland, OR Job Type:

Full-Time Wage:

$21.00 - 22.00/hour

Team:

Member Services Reports To:

Director of Memberships Join Our Team at Hannah Pet Hospital! Are you passionate about delivering exceptional customer service and building strong relationships? Do you thrive in a fast-paced environment where you can make a difference every day? Do your co-workers refer to you as a Customer Service Super Star? Hannah Pet Hospitals is looking for compassionate and dedicated individuals to join our Member Services team. We have immediate openings for both front desk and call center environment positions. As a Member Services team member, you will play a critical role in supporting our Members and their Pets by providing outstanding customer service, resolving concerns, and ensuring a seamless and positive experience.

Responsibilities:

Provide high-quality customer service to Members that are bringing Pets in for routine, urgent and emergency care. Schedule appointments and triage medical concerns, routing them to the appropriate team or medical professional. Resolve inquiries, disputes, and service issues with care and professionalism. Manage all billing-related communications, providing timely and accurate responses to inquiries about account status, payment arrangements, and billing discrepancies. Proactively handle declined payment reports by executing follow-up calls, rerunning transactions, and sending text messages and emails to resolve outstanding issues. Negotiate with Members to resolve disputes and retain their business. Process cancellations while striving to retain Members whenever possible. Collaborate with other departments to resolve complex issues requiring cross-team input. Support Member retention efforts by implementing strategies and collecting feedback to improve satisfaction. Maintain a compassionate and professional approach to sensitive issues such as pet loss or financial hardship. Adhere to company policies, upholding ethical standards in all interactions and ensuring compliance with relevant laws and regulations.

Qualifications:

Education:

High school diploma or equivalent; college degree preferred.

Experience:

Previous customer service, call center, or billing experience preferred. Experience in veterinary or healthcare settings is a pluss

Skills:

Exceptional communication and problem-solving skills. Ability to remain calm and professional in a fast-paced environment. Strong multitasking and organizational abilities. Proficiency in using office software (e.g., Microsoft Office Suite) and CRM systems.

Physical Requirements:

Ability to sit for extended periods while working at a computer. Manual dexterity for typing and using office equipment. Clear speech and hearing for phone communication.

What We Offer:

Competitive salary and benefits package. Opportunities for growth and development. A supportive and collaborative work environment. The chance to make a meaningful impact on the lives of Pets and their families.