Customer Service Representative (Lead Receptionist)

Mission Veterinary Partners • Westland, MI

61d • $15 - $17 • Onsite

About The Position

Westland Veterinary Hospital has an opportunity for a full-time Customer Service Representative to join our team! We are a full-service veterinary hospital that offers specialty and generalized pet care for dogs, cats, and exotic pets such as birds, rabbits, ferrets, and other pocket pets! We offer a wide variety of diagnostic services, and surgical procedures, such as spaying and neutering for dogs, cats, rabbits, and ferrets, vaccinations, microchipping, and routine check-ups. Location: 7610 N Wayne Rd, Westland, MI 48185 Shift Details: This is a full-time position (30+ hours/week) working Monday-Friday 9:00am - 6:00pm with one to two early shifts per week starting at 8am to facilitate surgery check-ins, rotating Saturdays 8:00am - 1:00pm. Must be available to work at least two Saturdays a month. Pay Range: $15.00 - $17.00/hour (based on experience) What we are looking for: The ideal candidate will excel in client service and communication, ensuring every client interaction leaves a positive and lasting impression. You must be able to handle payments, assist with financial issues, and confidently manage multiple tasks in a fast-paced environment. Veterinary customer service experience preferred, but leadership experience in other fields will be equally considered. If you have a friendly attitude, strong organizational skills, and thrive under pressure, we'd love to have you on our team! Job Summary: The Customer Service Representative (CSR) focuses on client service and excellent communication. The CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations. The CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care.

Requirements

• High school diploma or equivalent.
• Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
• Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
• Must have excellent spelling and grammar.
• Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.
• Ability to display tact and respect with clients and team members, even when busy or hectic.
• Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
• Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

Nice To Haves

• Veterinary customer service experience is preferred, but experience in other fields will be equally considered.

Responsibilities

• Maintain and uphold the Core Values and Mission Statement of MVP.
• Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
• Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
• Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
• Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
• Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
• Train new employees using level training method.
• Foster collaborative relationships with other team members and departments.
• Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.
• Verify the eligibility of clients with charge accounts.
• Balance the cash drawer at end of each day.
• Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records.
• Fill prescriptions refill forms and provide routine administrations instructions to clients.
• Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Benefits

• A dynamic and supportive team environment where collaboration and compassion are valued.
• Opportunities for growth and advancement within our rapidly expanding practice.
• Get the work-life balance you deserve with a great schedule
• Competitive compensation and benefits package, including paid time off, medical, dental, and vision coverage.
• 401K plan with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees