Customer Service Representative

Mountain View Veterinary Hospital is a growing General Practice in the beautiful city of Lacey, Washington. We are open six days a week and are an AAHA accredited facility.

Our team is a compassionate group of veterinary professionals that include 6 General Practice Veterinarians, Licensed Veterinary Technicians, Veterinary Assistants, and Customer Service representatives who work as a cohesive team, providing quality, compassionate care to the surrounding communities because they love what they do and have fun doing it.

Our clients are loyal, and we boast a high retention rate in our general practice as well as providing urgent care services, should the need arise.

We are a full-service hospital providing in-house diagnostics, digital radiology (including dental), ultrasonography, an onsite pharmacy, cold laser therapy and a state-of-the-art surgical suite.

Our lobby provides ample space for our human clients, making them as comfortable as possible during their visit.

In addition to providing a fun and rewarding workplace, we also offer a wonderful benefit package including 401K with company match, medical / dental / vision insurance, life insurance, annual uniforms provided, competitive salary, CE opportunities, Paid time off and personal pet care discounts.

CUSTOMER SERVICE REPRESENTATIVE (CSR)

Department : Operations Reports to : Hospital Administrator Non-Exempt

POSITION SUMMARY : The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services.

Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team.

Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and 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 to promote the hospital's services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet's history, requested services, and other pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient's service needs.

Refer the patient to the appropriate veterinary staff as needed

• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary 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 and services provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care
• 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 Veterinary Customer Service REQUIRED

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.