Customer Service Representative

The purpose of this position is to ensure that client service excels at Kodiak Veterinary Clinic (KVC). The CSR is the first and last contact with the hospital and is key to creating lasting positive impressions. The responsibility of a CSR is to perform primarily clerical tasks related to animal care and to provide miscellaneous support to the veterinary practice manager(s) and health care team. These service functions include, but are not limited to, reception (in-clinic clients, telephone, and email), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing, appointment scheduling, and mail service. The CSR must have exceptional communication skills (both verbal and written), computer literacy, ability to multitask, friendly attitude, and confidence to deal with stressful situations.

PRIMARY JOB RESPONSIBILITIES

• Provide friendly, quality client care to the patients and clients.
• Receive incoming calls, emails, and text messages, while making sure to respond promptly.
• Schedule appointments, obtaining all necessary data concerning the parent and owner.
• Prepare all required forms in advance when possible.
• Know when to make "client communications" for client questions/ concerns that should be addressed by a medical professional.
• Follow 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 immunizations and/or tests are current.
• Recommend update of necessary immunizations and/or tests to clients when applicable.
• Check clients in - Greet clients in a professional, friendly, hospitable manner. • Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary.
• Echo medical recommendations made by veterinarians when checking out clients.
• Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.
• Assist in the updating of client files; prepare and address New Client, Surgery Confirmation/ Instruction
• Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, run end of day transactions.
• Clean up after pets’ accidents in reception area, exterior sidewalks, and parking lot whenever possible • Perform other duties as assigned.

REQUIRED EDUCATION, SKILLS, AND KNOWLEDGE

Education and Experience

• High school diploma or equivalent
• Customer service experience

Skills

• Possession of strong organizational skills.
• Excellent verbal and written communication skills.
• Possess exceptional interpersonal communication skills.
• Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

Knowledge

• Knowledge of computers and relevant software applications including MS Office (Word).
• PREFERRED: Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• PREFERRED: Knowledge of the meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports.

WORK ENVIRONMENT

While performing the duties of this job, the employee may be 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; and possible exposure to contagious diseases.