Customer Service Representative

Lakefield Veterinary Group • Spokane, WA

2d

About The Position

The Customer Service Representative (CSR) actively recruits new clients
and promotes hospital services. Schedules client visits and drives the flow of clients and pets
through the hospital to aid the productivity of the veterinary medical team. Ensures good
communication with the clients, and coordinates the care of the pets, influencing clients to return
and refer their friends and families.

Requirements

• High School Diploma or GED required
• 1+ years experience in retail sales or customer service preferred
• 1+ years experience in the veterinary field preferred
• Experience in a medical facility desired
• Ability to provide effective customer service principles
• Ability to relay information and or doctor instructions to clients correctly and clearly
• 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

Responsibilities

• 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 new clients. Request pet medical records from other veterinary clinics, 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 entering charges, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED