About

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