Customer Service Representative
Veterinary Emergency and Specialty Hospital of Wichita seeks a full-time customer service representative to join our team. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge. Candidate must be available on a monthly rotating schedule : Month 1 : Monday - Thursday; 2 pm - 11 pm Month 2 : Friday - Sunday; 11 am - 11 pm
Job Purpose
The purpose of the client services representative role is to provide outstanding client services within our veterinary hospital environment consistently. In addition, the CSR functions as an integral team member within the hospital team to support the doctors and the support staff.
Duties & Responsibilities (included but not limited to) :
Client Services :
- Responds professionally to clients' requests for assistance in a wide variety of areas.
- Emergency arrivals
- Appointment Scheduling
- Message taking directed to doctors, technicians / vet assistants, and management
- Facilitates communications to and from clients as necessary and directed
Greets clients / patients upon arrival for a variety of services
Check in patients for scheduled services
Confirm reason for visit, update client / patient information / rDVM information
Concludes client / patient visit with check out, schedules follow-up appointments or procedures if necessary, accepts and processes payment
Always places the client at the center of attention to ensure a positive client experience
Provides general and specific information as necessary and appropriate to clients
Remains poised and professional with challenging clients or circumstances
Demonstrates compassion and empathy during sensitive client interactions
Medical Records :
Is fluent in medical record systems, including paper records and electronic recordsManages medical documents / electronic medical records and incoming / outgoing informationPrepares client / patient record, including attaching all rDVM records for scheduled appointments and proceduresAs requested, faxes, copies, and / or emails of medical records to clients, RDVMs, or other veterinary hospitals are on time.Communications :
Conveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audienceCommunications are thorough, efficient, and accurate at all timesCommunications are appropriately and consistently documented according to hospital proceduresCommunications are delivered efficiently to the accurate recipientMedical Information & Knowledge :
Achieve and sustain an appropriate level of knowledge to be informed, confident, and helpful to clientsActively grows knowledge related to hospital services, medications, and policiesDelivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of careOffice Practices :
Functions at a highly skilled level related to standard office practices, including but not limited to the following :Prompt and reliable attendanceFriendly, compassionate, empathic, and professional mannerismProfessional attire and presence following hospital policiesCompetent in computer data entry, multi-line telephone functions, faxing, and copier functionsCompetent in utilizing ezyVet and Smartflow hospital operating systemsTeamwork : Defined as "Cooperative effort by the members of a group to achieve a common goal and / or outcome."
Participates positively in all group sizesRefrain from participating in gossipSupports team members by assisting other areas, is receptive to feedback and suggestionsEngages in active problem-solving vs. problem-identifyingMakes suggestions related to client / patient service improvements and hospital efficiencyEquipment : Standard veterinary hospital office equipment multi-line phone system, fax machine, copier, credit card machines, and computers EzyVet and Smartflow computer software and system
Knowledge / Skills :
Outstanding client service skillsSolid working knowledge of veterinary hospital practice, including terminologyAbility to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workersAble to follow multiple, concurrent instructionsStrong computer skillsStrong ability to multitask, exhibit attention to detail, and focus on tasksSolid working knowledge of dog and cat breeds, normal behavior, and basic husbandryPhysical :
Able to stand, sit, or bend for extended periodsAble to type, write, and verbally converse for extended periodsAble to work the posted scheduleAble to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessaryAble to lift and / or carry up to 30 lbs