The Customer Care Associate is tasked with providing excellent customer care while moving through daily processes including patients check in and check out and communicating with clients and co-workers across departments to optimize patient care. This individual must be highly responsive to the customer’s needs and always seek to find a solution to customer inquiries. Skillfully de-escalates difficult situations as appropriate. Successful candidates must speak fluent English and Spanish.
Love a GREAT underdog story? You’ve come to the right place!!! Work for Planned PEThood and be part of creating a remarkable future for a terrific organization! We are boots on the ground – helping our communities EVERY.SINGLE.DAY. Join us and help build the environment you dream of. Typically work a four-day work week with Saturdays possible based on workload. Contribute to the effective operation of a high-volume spay-neuter medical team and accomplished wellness team who provide affordable surgeries and well pet care for families and under-resourced shelters. WE HELP KEEP PETS WITH THEIR FAMILIES.
- Listens to customer concerns, handles complaints, provides appropriate solutions for customers and follows up to resolve any issues that may arise.
- Adheres to established company protocols.
- Participates in appropriate staff meetings.
- Engages in –
- Thoroughly checking in clients for surgery and wellness appointments.
- Communicating with clients as requested by the DVM and/or surgical team, the Wellness Team and Foster Medical Team.
- Checking out clients after surgery and wellness appointments including processing payments and accurately recording transactions.
- Answering phones and responding to all forms of client communication.
- Processing pharmacy requests.
- Closing out all services for the day.
- Reconciling daily financial transactions.
- Processing donations.
- Auditing daily to ensure all account balances have reverted to zero.
- Filing and light administrative duties.
- Monitoring surgical and wellness capacity and filling appointments.
- Responding to voicemails and emails in a timely manner (within 24 hours).
- Maintaining the cleanliness and organization of the lobby.
- Organizing the trap rental process, processing submissions, and recalling traps.
- Displays a positive attitude toward all clients and staff members.
- Other duties and responsibilities as assigned.
- Physical Requirements
- Must be able to work standing or sitting for extended periods of time.
- Must be able to bend and kneel repeatedly.
- Must be able to see fine detail in a variety of situations.
- Must be able to lift up to twenty-five pounds.
- Must be comfortable working around owned pets, shelter dogs and cats and feral kitties.
- Must be able to control any applicable allergies appropriately.
- Emotional/Mental Requirements
- Must be able to work under stressful conditions efficiently and effectively.
- Must be able to cope with death either due to surgical complication or euthanasia.
- Ability to rapidly and accurately process information.
- Ability to delegate tasks.
- Ability to recognize a need for assistance and ask for help.
- Ability to make decisions.
- Ability to cope with frustrating situations and remain calm.
- Ability to provide constructive coaching and feedback to staff and coworkers including disciplinary action.
- Excellent communication skills including the ability to effectively read, speak, and write legibly in English.
- Ability to communicate in Spanish – verbally and in writing.
- Ability to work positively with potentially emotional clients – specifically able to de-escalate in times of confusion/misunderstandings.
- Basic computer literacy skills and willingness to learn and master our data/customer management system.
- Ability to multi-task in a fast-paced environment.
- Professional appearance.
- Must be available to work a four-day work week Monday through Thursday (7 – 5) with Saturdays possible based on workload.
- Customer service experience required; veterinary customer care experience preferred.
- Experience de-escalating difficult situations with clients and coworkers.
The offices and operations of a high-volume spay/neuter clinic can be high stress and very busy at times. Exceptional teamwork is key. We typically work a four-day work week Monday through Thursday with a fifth day required on occasion. Planned PEThood is committed to maintaining a work schedule that is satisfactory for individual staff members as well as the overall organization and our communities’ animals and their families.
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