Customer Service Representative

Ethos Veterinary Health • Wichita, KS

1d • Onsite

About The Position

Veterinary Emergency and Specialty Hospital of Wichita seeks a part-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. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. 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.

Requirements

• Outstanding client service skills
• Solid working knowledge of veterinary hospital practice, including terminology
• Ability to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workers
• Able to follow multiple, concurrent instructions
• Strong computer skills
• Strong ability to multitask, exhibit attention to detail, and focus on tasks
• Solid working knowledge of dog and cat breeds, normal behavior, and basic husbandry
• Able to stand, sit, or bend for extended periods
• Able to type, write, and verbally converse for extended periods
• Able to work the posted schedule
• Able to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessary
• Able to lift and/or carry up to 30 lbs

Nice To Haves

• Customer-first mindset
• Aims to deliver high-quality service in every customer interaction

Responsibilities

• Responds professionally to clients’ requests for assistance in a wide variety of areas, including emergency arrivals, appointment scheduling, and 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.
• Checks in patients for scheduled services, confirms reason for visit, and updates client/patient information/rDVM information.
• Concludes client/patient visits with check out, schedules follow-up appointments or procedures if necessary, and accepts and processes payment.
• 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.
• Manages medical documents/electronic medical records and incoming/outgoing information.
• Prepares client/patient records, including attaching all rDVM records for scheduled appointments and procedures.
• Faxes, copies, and/or emails medical records to clients, RDVMs, or other veterinary hospitals on time as requested.
• Conveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audience.
• Ensures communications are thorough, efficient, and accurate at all times.
• Documents communications appropriately and consistently according to hospital procedures.
• Delivers communications efficiently to the accurate recipient.
• Achieves and sustains an appropriate level of knowledge to be informed, confident, and helpful to clients.
• Actively grows knowledge related to hospital services, medications, and policies.
• Delivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of care.
• Functions at a highly skilled level related to standard office practices, including prompt and reliable attendance, a friendly, compassionate, empathic, and professional mannerism, and professional attire and presence following hospital policies.
• Competent in computer data entry, multi-line telephone functions, faxing, and copier functions.
• Competent in utilizing ezyVet and Smartflow hospital operating systems.
• Participates positively in all group sizes.
• Refrains from participating in gossip.
• Supports team members by assisting other areas, is receptive to feedback and suggestions.
• Engages in active problem-solving vs. problem-identifying.
• Makes suggestions related to client/patient service improvements and hospital efficiency.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed