Customer Service Representative

 

   CUSTOMER SERVICE REPRESENTATIVE (CSR) 

 

What We Do Matters

Our hospital is built on a foundation of core values that guide everything we do. How we treat pets, clients, our Team Members, and our communities matter. Our core values aren't just a blurb in a company handbook. These values are at the heart of who we are and what we do, and we are proud to live by them every day.

Our Culture

At Town & Country Animal Hospital, we believe the best way to provide compassionate, quality care to pets is by putting relationships—with our clients, patients, Team Members, and community—at the heart of everything we do. We're a close-knit group of veterinary professionals that pride ourselves on our ability to offer mentorship, support, a collaborative workplace, excellent patient care, and client education skills. We strive to create an environment where personal health and well-being is important and every individual matters. Oh, and we like to have fun!

Advance Your Career

Are you ready to see what's possible? Are you a positive, empathetic person who would be a great addition to our team? If you are seeking an exciting and challenging position in a fun-loving team environment at a well-established, small animal hospital, this position is for you. We're looking for a rock star individual that is passionate about helping clients as they are about helping their furry friends. This position is part-time but will consider full-time for the perfect candidate. We offer a schedule with some flexibility and the opportunity to become a grow professionally at our clinic. Our ideal candidate will be a self-starter, great multi-tasker, team player, and has attention to detail.

POSITION SUMMARY: The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. They schedule 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. We are a small close-knit team that prides themselves on excellent communication, patient care, and client education skills. Our perfect candidate will have an outgoing personality, be a great multi-tasker & team player, and have attention to detail.

WHAT YOU'LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Assist incoming clients. Document and enter the pet's history, service data, and other pertinent information within the practice management software
• Answer questions from clients on the phone and in person, acting 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 Veterinarians 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 sell 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 acts to satisfactorily resolve the problem
• Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports
• Support a practice environment that promotes collaboration and teamwork and 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

Experience:

• 1+  years in a role in pet retail sales or customer service preferred but not required
• Experience in veterinary or medical facility preferred

Knowledge, Skills and Ability:

• Strong knowledge of effective customer service principles
• Strong knowledge of medical terminology preferred
• Advanced proficiency with Microsoft Office Suite
• Advanced written, verbal, typing, and active listening communication skills
• Excellent customer relations and interpersonal skills
• Effective conflict resolution skills with experience in defusing stressful situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Effectively and quickly respond to requests in a proactive manner
• Excellent 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. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to work flexible hours including evenings and weekends.