Customer Service Representative

Duties & Responsibilities

• Responds professionally to clients’ requests for assistance in a wide variety of areas.
• Facilitates communications to and from clients as necessary and directed.
• Greets clients/patients upon arrival for a variety of services.
• Check in patients for scheduled services.
• Confirm reason for visit, update client/patient information/rDVM information.
• Concludes client/patient visit with check out, schedules follow-up appointments or procedures if necessary, accepts and processes payment.
• Always places the client at the center of attention to ensure a positive client experience.
• Provides general and specific information as necessary and appropriate to clients.
• Remains poised and professional with challenging clients or circumstances.
• Demonstrates compassion and empathy during sensitive client interactions.
• Is fluent in medical record systems, including paper records and electronic records.
• Manages medical documents/electronic medical records and incoming/outgoing information.
• Prepares client/patient record, including attaching all rDVM records for scheduled appointments and procedures.
• As requested, faxes, copies, and/or emails of medical records to clients, RDVMs, or other veterinary hospitals are on time.
• Congveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audience.
• Communications are thorough, efficient, and accurate at all times.
• Communications are appropriately and consistently documented according to hospital procedures.
• Communications are delivered efficiently to the accurate recipient.
• Achieves and sustains an appropriate level of knowledge to be informed, confident, and helpful to clients.
• Actively grows knowledge related to hospital services, medication, and policies.
• Delivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of care.
• Functions at a highly skilled level related to standard office practices, including but not limited to the following:
• Prompt and reliable attendance.
• Friendly, compassionate, empathic, and professional mannerism.
• Professional attire and presence following hospital policies.
• Certified in computer data entry, multi-line telephone functions, faxing, and copier functions.
• Certified in utilizing ezyVet and Smartflow hospital operating systems.
• Participates positively in all group sizes.
• Refrain from participating in gossip.
• Supports team members by assisting other areas, is receptive to feedback and suggestions.
• Engages in active problem-solving vs. problem-identifying.
• Makes suggestions related to client/patient service improvements and hospital efficiency.
• Standard veterinary hospital office equipment – multi-line phone system, fax machine, copier, credit card machines, and computers.
• EzyVet and Smartflow computer software and system.
• Able to stand, sit, or bend for extended periods.
• Able to type, write, and verbally converse for extended periods.
• Able to work the posted schedule.
• Able to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessary.
• Able to lift and/or carry up to 30 lbs.

Requirements

• Outstanding client service skills.
• Solid working knowledge of veterinary hospital practice, including terminology.
• Able to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workers.
• Able to follow multiple, concurrent instructions.
• Strong computer skills.
• Strong ability to multitask, exhibit attention to detail, and focus on tasks.
• Solid working knowledge of dog and cat breeds, normal behavior, and basic husbandry.