Client Service Representative at Village Animal Hospital

Village Animal Hospital•Lexington, KY

1d•$17 - $19•Onsite

About The Position

Village Animal Hospital is seeking a good-spirited customer service representative (CSR) to act as a liaison between clients and Doctors. The role involves providing product/service information and resolving customer issues with accuracy and efficiency. The ideal candidate is genuinely excited to help customers, patient, empathetic, and passionately communicative. CSRs should be able to understand customer perspectives, advocate for them when necessary, gather customer feedback, and troubleshoot problems effectively. The goal is to ensure excellent service standards, respond efficiently to inquiries, and maintain high customer satisfaction.

Requirements

Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school degree
Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented.
Responding quickly and calmly to crisis while maintaining a high standard of patient care.
Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members.
Providing feedback appropriately and in a timely manner.
Quickly incorporating feedback to ensure positive results.
Sharing ideas and being open to other’s ideas.
Communicating: Conveying instructions to clients and teammates to ensure successful patient care.
Active Listening: Following the instructions of Doctors and sometimes patient owners.
Picking up the needs of Doctors and teammates based on prior experiences and feedback.
Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.
Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.
Ability to work on weekends as required
High school diploma or equivalent
Practices OSHA safety techniques including proper PPE

Nice To Haves

Previous veterinary experience preferred
Client satisfaction references preferred

Responsibilities

Manage large amounts of incoming calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers