Summary
We are seeking a dynamic and energetic Customer Service Representative with at least one year of prior veterinary experienceto join our team! In this vital role, you will be the friendly voice and helpful face for our valued clients, providing exceptional support and ensuring their needs are met with enthusiasm and professionalism. Your ability to communicate effectively, handle inquiries efficiently, and deliver outstanding client service will drive customer satisfaction and foster long-term relationships. This position offers an exciting opportunity to develop your skills in a fast-paced environment while making a positive impact on our clients' and patients' experiences.
Customer Service Representative Job Description:
The purpose of this position is to serve as a Customer Service Representative (CSR) at Peak Pet Urgent Care, meeting client needs with a professional, cheerful, and helpful attitude. This position requires the ability to adapt to changing priorities and maintain a practical knowledge of hospital organization and services, veterinary terminology, medical records, hospital software systems, and the policies and procedures that guide patient care. Responsibilities vary based on the needs of the hospital, seasonal demands, and the individual abilities demonstrated by the employee. This job description is intended as an overview and does not encompass every responsibility of the position. The CSR works under the direct guidance and supervision of the Customer Service Representative Lead.
Primary Job Responsibilities
The Customer Service Representative is responsible for all of the qualities and duties of the CSR job description, and:
- Performance of a variety of client service and education duties that facilitate the work of the technical team and practitioners.
- Prepare/oversee the preparation of the front desk ensuring it stays clean, neat and orderly.
- Maintain patient flow through ER Express and Instinct software systems, ensuring clients are communicated promptly, accurately, and smoothly.
- Answering phones, questions from clients, etc in a timely and professional manner.
- Calling back clients from the previous day to ensure compliance, answer any questions, and obtain feedback for the team and hospital.
- Thorough understanding of triage protocols, efficiency in communicating with clients, following the hospital’s triage policy.
- Maintain medical records, enter communications, obtain chart consent as needed.
- Knowledge of preventative care, emergent care, and home care instructions.
- General knowledge of medications, administration.
- Client care: checking clients in and out, merchant processing.
- Display computer skills and efficiency.
- Participate in team and coaching meetings.
Examples of CSR Responsibilities - Must be able to perform these duties as well as train others to our high standards of exceptional client and patient care:
- Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, offering assistance, and maintaining up-to-date literature in the waiting area.
- Collaborate with all members of the PPUC team in a professional, respectful, and positive manner.
- Do not participate in gossip or derogatory discussion with or about clients, and or team members.
- Actively create our culture of excellence through actions, expressions, tone, and words, whether interacting with clients, patients, or fellow team members.
- Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian technician, practice manager or veterinarian.
- Handle emergency situations by following established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunization and/or tests are current. Recommend update of necessary immunization and /or tests to clients when applicable.
- Schedule appointments after obtaining all necessary data concerning the patient and owner. Prepare all required forms such as new client forms.
- Capture client consent signature and best contact number on the appropriate admittance form for every patient left in the hospital.
- Notify technicians of patient arrival. Relay all necessary information to the doctors and technicians.
- Discharge patients which includes reviewing SOAP notes for correct charges, enter those charges into the computer, make any follow-up appointments necessary or create any future treatment plans. Ensure that future reminders are set up in the computer system for the patient.
- Collect client fees, make change, process credit card transactions and assist in making count of cash drawers.
- Prepare prescription medications as needed as directed by our veterinarians, checking and maintaining the Covetrus online pharmacy.
- Collect lab samples from pet owners, print appropriate lab request forms, charge clients for testing if appropriate and take samples to the medical staff.
- Reminding pet owners of upcoming appointments and relaying important visit information
- Monitor all channels of communication for prompt response to clients, including text, email, fax, etc
- Open the practice and set up for the morning as directed.
- Close the practice for the evening as directed.
Physical Effort
The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk and listen; will use hand to manipulate, handle or feel; will reach with hands and arms. The employee must be able to occasionally lift and/or move up to 35 pounds.
Work Environment
While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.
Soft Skills
- Emotional Intelligence: Active listening, clear written and verbal communications, empathy and tone awareness, patience, self regulation, and adaptability.
- Problem solving: Critical thinking, resourcefulness, decision-making
- Interpersonal skills: Teamwork, conflict resolution, and a positive attitude
- Organizational: Attention to detail, time management and accountability.
Hard Skills:
- Technical & Computer: Proficiency with CRM systems, data entry, record keeping, multiline phone system operation, basic trouble shooting.
- Administrative: Scheduling, calendar management, payment processing, documentation, and compliance awareness.
- Knowledge: Veterinary terminology, understanding of medical records, animal care and triage.
- Service Knowledge: Understanding of hospital services, policy interpretation.
- Communication: Phone etiquette, efficiency, and task prioritization.
Pay: $18.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
Work Location: In person
