Customer Service Representative II

Customer Service Representative

In addition to the responsibilities outlined below, the Customer Service Representative (CSR) is an invaluable member of the hospital team who works directly with the CSR Manager, supporting client services staff, members of the hospital, grooming, and lodging teams. This individual has oversight of the Receptionist staff to ensure productive and quality veterinary care are given at all times. This position entails a full time work schedule (minimum 32 hours), with the flexibility to attend monthly Leadership meetings and potentially off site training sessions.

Job Responsibilities

• Performs all duties of a CSR, including answering incoming calls, managing GP schedule, and handling incoming Emergency patients.
• Works with CSR Staff to ensure that all clients/patients are receiving quality care while maintaining a smooth flow of hospital operations.
• Every client/patient is being added to EzyVet correctly, and verification of email and phone numbers are being conducted
• Every client / patient is being added to the correct whiteboard in Smartflow in a timely manner
• Demonstrates and reinforces the highest level of client service
• Resolves client issues and escalations, and works with CSR Manager to ensure appropriate follow up is had
• Responsible for verifying the accuracy of logged cash transactions and ensuring staff is properly trained on cash management protocols
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
• Conducts self with the highest level of professionalism and discretion in regards to private information or coaching conversations.
• Must be able to work from a seated position for extended periods of time. The constant use of desktop computer and phone or headset is required.
• Occasionally must be able to assist clients into the building by either carrying pets or leading pets on a leash
• Position may require walking, standing or climbing stairs throughout the shift

Skills and Basic Qualifications

• Must have 3 years Customer Service experience.
• Manage time and tasks appropriately and remain flexible with assigned duties.
• Along with a positive attitude and a high degree of energy, you will have excellent communication skills, and work effectively in a fast-paced environment.
• Takes personal accountability for mistakes, errors in judgement, and professionalism. Is able to take feedback on performance and move forward by correcting the behaviors or mistakes in the future.
• Demonstrable skills with complex problem solving, active listening, critical thinking, time management and decision making skills that are aligned with hospital policy, client and patient interest, and staff experience.
• Ability to effectively handle and control upset clients.
• Basic computer skills i.e. Microsoft Office suite (Previous practice management software knowledge preferred).
• Must be able to handle the physical and emotional aspect of work in a veterinary hospital environment.
• Commitment to ongoing educational development and growth
• Model a professional and courteous manner with staff and clients. Treats all staff and clients with respect, even in moments of high emotion or stress.

Compensation:

Base hourly rate of $17.00 - $21.00 DOE

Eligible for periodic bonus (where applicable)

Full Time Employees are eligible for benefits including:

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts

Massachusetts Veterinary Referral Hospital