Client Care Coordinator

Veterinary Customer Service Representative

Heartland Animal Hospital is a 5-doctor, full-service small animal practice, serving the community for over 25 years! Our state-of-the-art facility is equipped to provide services such as full-body & digital radiography, soft tissue surgery, dental prophylaxis, laser therapy, preventative & wellness care, and much more! We have doctors as well as technicians certified in diagnostic abdominal ultrasound! The reason we open our doors every day is to deliver the finest possible medical treatment and compassionate attention every pet and client deserves.

Veterinary Customer Service Representatives play an integral role as the face of our hospital. They are responsible to provide excellent and expeditious client experience; greeting clients; responding to questions; processing incoming and outgoing patients; and handling payments. They answer phone calls, which may involve answering questions, screening for service needs, and scheduling appointments. Handle incoming and outgoing mail and e-mail.

What to Expect:

• Friendly/Inclusive Culture: Our team acknowledges that great results are only achieved through the teamwork that comes with mutual respect and kindness amongst our team and with our clients.

A great learning environment! Our CSR team are not just call screeners! We have a tenured team that will guide you through developing skills in problem solving, troubleshooting, and appropriately guiding our clients through patient care.

Quality Medicine. Our team of doctors and technicians utilizes state-of-the-art equipment to perform advanced techniques, providing excellent care and treatment services.

Fear-free practices. We utilize many methods to ensure our patients experience the best visit possible. Many members of our team are Fear Free certified and we would love to support YOU on your journey to become certified!

Leadership supported: We truly value each team member as an individual. The experiences and knowledge you bring are immeasurable. We have your back!

Innovative thinking: Our best ideas come from our team members. Needs change, and so do we. Heartland Animal Hospital encourages mentorships, professional development, and new ideas.

About You:

You are an experienced CSR with veterinary knowledge, dedicated to outstanding client service and excellent patient care.

Take the initiative – you are a hard worker who contributes to the operation of the entire hospital, you will help get all the day's duties done!

You are versatile – you know how to effectively adapt to the individual needs of each patient and are dedicated to making a difference in the lives of patients and their families.

You possess skills and experience that include (but are not limited to):

• Phone triage and scheduling
• Phone etiquette and balancing multiple calls
• Knowledge of basic canine and feline medical care and procedures
• Good understanding of vaccine and preventative wellness care
• Cheerful, outgoing personality
• Conflict resolution and de-escalation

Anticipated schedule:

Part-time 15-20 Hrs a week; must work Saturdays 7:15 AM 12 PM

Rotating Saturday shifts

Schedule set 2 weeks in advance

Our hospital is open:

• Monday-Friday (7:30am – 6pm)
• Saturday 7:30am – 12:00pm
• No Sundays

Compensation: We believe that each team member should be compensated considering their knowledge, skills, and experiences. We expect the range for an experienced CSR to be $13 per hour.

Benefits:

• 401(k)
• Uniform allowance
• Employee pet discount
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift

Experience:

• Veterinary clinic: 1 year (Preferred)
• Customer service: 2 years (Required)

Work Location: In person