Customer Service Representative

South Valley Equine•Saratoga Springs, UT

4d•$15 - $16•Onsite

About The Position

The Veterinary Client Services Representative's primary duties are to interact with clients, schedule appointments, set up new client / patient records and update client / patient records in the system. This role requires providing excellent customer service, maintaining a professional demeanor, and effectively managing client interactions from check-in to discharge. Responsibilities include scheduling appointments, processing payments, preparing discharge instructions, relaying information between clients and veterinary staff, and educating clients about products and services. The position also involves processing orders, managing laboratory samples, completing regulatory paperwork, and maintaining the cleanliness of the front office. While the listed duties are principal, other responsibilities may be assigned based on business needs. Good attendance is an essential function of the job.

Requirements

High School diploma or equivalent.
Ability to effectively present information and respond to questions from doctors, staff and clients.
Ability to communicate empathy to client regarding sensitive subjects related to their and/or their animal’s experience at SVE.
Ability to work patiently with distressed, frustrated and disgruntled clients.
Ability to show compassion to clients in various emotional states.
Above average typing skills (50 WPM).
Basic math and writing skills.
Must have excellent phone skills.
While performing the duties of this job, the employee is frequently required to sit and talk or listen for extended periods of time.
The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds.

Nice To Haves

Basic understanding of core vaccinations, deworming schedules, common equine diseases and behaviors and basic lab tests is preferred but not required.
Basic knowledge of horses and the equine culture.
Ability to discern emergency or not/phone traige
Internet, Microsoft Office including Outlook, Word and Excel preferred but not required.
Customer service experience preferred but not required.
Highly organized and efficient.
Self-starter with the ability to work independently and effectively within cross-functional teams
Sound analytical skills and acute attention to details, adept at creative thinking and problem solving.

Responsibilities

Provide excellent customer service by going above-and-beyond to serve the client’s needs while remaining in compliance with department processes and procedures.
Maintain a professional physical appearance and attitude.
Client interaction: answer incoming calls, call backs, oversee client flow from check in to discharge.
Schedule appointments and monitor the schedule flow.
Maintain proper documentation in the electronic medical record.
Process payment transactions.
Prepare discharge instructions as per doctor’s notes.
Relay information to / from clients to / from doctors, staff and management.
Educate clients about SVE products and services (e.g. supplements, vaccines, treatments, foaling, breeding, dentistry, chiropractic, etc.).
Process in-house OTC prescription and supplement orders.
Process and mail laboratory samples.
Completion of regulatory paperwork as trained.
Assist in keeping front office clean and presentable during office hours.
All other duties as assigned.