Customer Service Representative

VCA Civano Animal Hospital and Emergency Center

We are seeking a full time Client Service Representative / Veterinary Receptionist who is looking to work in a well-equipped practice alongside a team of passionate veterinarians and technicians. The successful candidate will be a believer in the possibilities of high quality veterinary medicine and patient carewith the expertise and technical know-how to make them happen.

As a member of the VCA Civano team, your mission will be to win the confidence of every pet parentby delivering an outstanding client experienceso they will partner with us for the highest quality care of their companion animals. We want you to use the knowledge that you've invested your time and talent in.

At VCA Animal Hospitals, we take our mission statement your pet's health is our top priority and excellent service is our goal very seriously. With every opportunity, we aim to exceed each pet owner's expectations. We're looking for a personable yet highly professional "service extraordinaire" to join us in delivering our mission to our clients and their pets.

Job Description

As the face of VCA, the Client Service Representative sets the tone for the practice as we build and maintain each customer's trust and confidence in our abilities. The CSR combines customer service with sales skills to develop the relationships we have with our clients, as well as positively impact our business.

Skills and Qualifications

VCA's Client Service Representatives come from a wide variety of professional backgrounds: careers in medical & healthcare fields, retail, hospitality, restaurant service, sales, management, administrative assisting, and call centers. Yet they all share a common passion.the satisfaction that comes from providing an outstanding client experience.

The successful CSR candidate will share VCA's commitment to delivering the highest quality patient care with exceptional client service. He/she will bring a positive attitude, a service orientation, and high energy along with:

• At least one year of proven past experience helping customers.
• High School Diploma/GED or equivalent.
• Excellent listening and communication skills.
• Compassion for pets and peopleas well as awareness and understanding of others' reactions.
• Proven decision-making skills to choose the most appropriate course of action.
• The ability to integrate new information into problem-solving.
• Proficiency in Microsoft Office.
• Willingness to work non-traditional hours, including nights, weekends and Holidays.
• The ability to lift up to 40 lbs. and be exposed to hazards associated with pets such as allergies, contagious diseases, noises, odors, bites, scratches, and animal waste.

Duties and Responsibilities

The Client Service Representative plays a key role in the hospital's success, as their immediate interaction with customers impacts revenue, repeat visits, and satisfaction. While this position does not have any clinical duties, the CSR will work hand-in-hand with Veterinarians, Veterinary Technicians, Hospital Managers, Regional Directors, and Kennel teams. The CSR is the pivot around which the hospital operates and is responsible for:

• Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
• Scheduling and confirming appointments.
• Placing outbound calls for follow-ups and reaching out to prospective clients.
• Presenting and explaining fees, including processing payments.
• Recommending, selecting, and obtaining products and services, including prescriptions.
• Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Managing medical records, charts, reports and correspondence.
• Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing hospital equipment such as electric clippers, syringes, radiology equipment, laboratory equipment, computers, etc.
• Must be flexible with work schedule and available to work weekends.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!