Customer Service Specialist

Job Description

Job Description

The Client Service Specialist (CSS) serves as the clinic's primary point of contact for all client interfaces, beginning with the first impression during any client experience, whether on the phone or face-to-face. It is the job of the Client Service Specialist (CSS) to ensure a pleasant client experience and to build relationships with clients that result in loyal brand ambassadors.

RESPONSIBILITIES & DUTIES

• Greet and welcome all clients entering the clinic by opening the door, checking patients in for their appointment, notifying the clients of any appointment delays, caring for clients during their wait, and alerting the staff of the client’s arrival
• Maintain the cleanliness and tidiness of the reception area, lobby, and entryways at all times
• Answer multiple line phone system using proper phone etiquette to check clients in, follow up on appointments, or complete no-call/no-show follow-ups with clients
• Manage appointment check-ins, book new appointments, and partner with the team on proper discharge information for: grooming, clinic, walk-ins, technician appointments, boarding, and retail appointments
• Complete daily visit preparation and confirmation calls for next-day appointments to ensure effective and efficient client check-ins
• Understand, communicate, and properly prioritize scheduled appointments, client education and lobby triage by vaccine, wellness, parasite, and retail needs to ensure an efficient and productive schedule and daily workflow
• Accept payments, make change, process credit payments, and other forms of payment while maintaining an accurate cash drawer by reconciling the cash drawer throughout the day
• Maintain accurate and updated client information and pet records in ezyVet, including obtaining pet medical records from other clinics, and provide administrative support (scanning documents, updating records, faxing, emailing, etc.) to keep accurate and reliable client information

CAREER DEVELOPMENT

• Opportunities for career advancement include, but are not limited to:
• Full-time employement
• Lead CSS
• Prescription Refills
• Inventory Control Officer
• Technician Assistant

QUALIFICATIONS & SKILLS

• Excellent customer service skills
• Incredibly detail-oriented
• Unwavering time management skills
• Ability to properly prioritize and complete tasks simultaneously
• Strong relationship-building initiative
• Familiarity with Google Platform
• Maturity, good judgment, and professional demeanor
• Self-driven, takes initiative, working with minimal supervision and direction
• Able to work nights and weekends, as needed
• Available for holiday rotation

REQUIREMENTS

• High school diploma or GED
• Computer proficiency
• Lift 40 lbs to waist height
• Frequent standing, bending, walking, lifting, carrying, and reaching
• At least 18 years of age at the time of hire