Customer Service Representative

Lakefield Veterinary Group•Houston, TX

About The Position

The Customer Service Representative (CSR) - The Veterinary CSR usually is the first point of contact in a veterinary hospital. They typically greet clients, helping them feel comfortable and at ease. CSR's in a veterinary office or animal clinic often multitask to answer questions on the phone and in person while working on paperwork, such as admissions forms, insurance intake or scheduling. Common duties include answering the phone, gathering client information, interacting with clients and their pets and entering data into scheduling or clinical system. 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

Requirements

High School Diploma or GED required
3+ years experience in veterinary customer service preferred
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