Customer Service Representative

POSITION SUMMARY: The Customer Service Representative (CSR) actively recruits new clientsand promotes hospital services. Schedules client visits and drives the flow of clients and petsthrough the hospital to aid the productivity of the veterinary medical team. Ensures goodcommunication with the clients, and coordinates the care of the pets, influencing clients to returnand refer their friends and families. WHAT YOU’LL DO (Essential Functions): Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,and Fun Maintain knowledge of the services the hospital provides and utilizes the information topromote the hospital’s services and products to existing and prospective customers Welcome clients and pets, ensuring that they are comfortable in the hospital, andeducating the clients about preventative care and pet health needs Assist incoming clients. Document and enter the pet’s history, requested services, andother pertinent information within the practice management software Direct the flow of clients and pets to ensure superior client care and maximum productivityof the veterinary medical team Answer basic questions from clients on the phone and in person, act as an initial triage todetermine patient’s service needs. Refer the patient to the appropriate veterinary staff asneeded Schedule client appointments and follow-up exams. Work with Veterinarian(s) andveterinary staff as needed to ensure optimal scheduling Assist outgoing clients by providing all necessary instructions, information, and invoices Dispense prescription items per the Veterinarian’s instructions and sells retail products Responsible for cash management including accepting payments for products andservices provided. Perform daily reconciliation of the cash drawer Respond to customer complaints in a professional, courteous manner and act satisfactorilyto resolve the problem Support a practice environment that promotes collaboration and teamwork to ensure thedelivery of quality, compassionate, effective, and efficient health care to pets Comply with all practice policies, quality assurance guidelines, and minimum standards ofcare Perform other duties and projects as requested WHAT WE’RE LOOKING FOR (Essential Qualifications): Education: High School Diploma or GED required Professional Licenses/Certifications: None Experience: 1+ years experience in retail sales or customer service preferred Experience in a medical facility desired Knowledge, Skills and Ability: Ability to provide effective customer service principles Basic knowledge of medical terminology Basic proficiency with a variety of computer programs including Microsoft Office Suite Basic written, verbal, and active listening communication skills Strong customer relations and interpersonal skills Exercises tact and diplomacy in dealing with sensitive issues and situations Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions Strong organizational and time management skills Effectively and quickly responds to requests in a proactive manner Strong attention to detail and high level of accuracy PHYSICAL DEMANDS: While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours including evenings and weekends. About Lakefield We believe exceptional veterinary care starts with exceptional people. We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational supportand resourcesthat allow teams to thrive. As we grow, wearecommitted to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. Our Values Our culture is built on five core values that guide how we workand serve: Respect Learning Do theRightThing WowService Fun If these resonate with you,you’ll fit right in. Equal Employment Opportunity Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants. #J-18808-Ljbffr