Hybrid Full-Time Veterinary Customer Service Specialist

Job Summary:

The Hybrid Customer Service Specialist is vital in providing exceptional customer service and support to pet owners and patients with our mobile specialty surgery services in the greater Milwaukee area (Wisconsin). The specialist serves as clients' primary point of contact, ensuring their needs are met and facilitating a positive experience throughout their interactions with Veterinary Surgery Specialists Inc. This position requires empathy and strong communication skills and is a detail-oriented and customer-focused individual who is passionate about animals and committed to delivering outstanding hospitality and service. The hybrid veterinary customer service specialist must be able to work independently and effectively in a remote work environment if needed.

Responsibilities: 

• *Greet and welcome clients, both in person and over the phone, with a friendly and professional demeanor.
• Provide accurate and detailed information to clients regarding surgery services, appointment scheduling, in-person consultations, rechecks, procedures, and pricing.
• *Schedule appointments, surgeries, and follow-up visits, ensuring efficient coordination with veterinary staff and maintaining an organized appointment calendar.
• Collect and record client and patient information accurately, verifying and updating records as necessary.
• Assist clients with completing required forms, waivers, and consent documents.
• *Handle incoming and outgoing phone calls, addressing inquiries, scheduling requests, and prescription refills promptly and accurately.
• *Address client concerns and resolve issues promptly and satisfactorily, escalating complex matters to the appropriate management team.
• Maintain a clean and organized reception area and building when on-site, ensuring a welcoming environment and hospitality for clients and their pets are met.
• *Coordinate and process payments, including invoicing, insurance claims, and cash handling, while adhering to hospital policies and procedures.
• Collaborate with veterinary staff to ensure seamless communication and coordination between clinics, ensuring accurate and timely transfer of patient information.
• Support veterinary technicians and assistants by assisting with patient check-ins, handling paperwork, and facilitating smooth patient flow.
• Maintain knowledge of hospital services, policies, and procedures to provide accurate and up-to-date information to clients.
• Stay informed about pet care and veterinary best practices to offer knowledgeable guidance and resources to clients.
• Contribute to continuously improving customer service processes, suggesting and implementing ideas to enhance client satisfaction and efficiency.
• Cross-training is implemented to help with team
• Safely and empathetically handling and restraining patients for consultations, physical exams, and procedures.
• Instrument care, including cleaning, packing, sterilizing, and helping with overall organization and housekeeping.
• Facilitate updates for mypetsurgery.com and help generate content for social media platforms.
• Schedule: 9a-5p, Mon –Fri, No nights, No weekends or holidays.
• Complete any other tasks assigned/delegated to you.
• We are unable to negotiate the higher salary that we are offering.

Qualifications:

• A high school diploma or an equivalent qualification is required.
• Previous experience of at least two years in animal healthcare customer service or animal nursing care is highly preferred.
• Strong interpersonal and communication skills, with the ability to engage effectively with clients, colleagues, and veterinary professionals.
• Excellent organizational skills and attention to detail, with the ability to multitask and prioritize tasks in a fast-paced environment.
• Compassion and empathy for animals and their owners, with a genuine desire to provide exceptional service.
• Proficiency in computer systems, including appointment scheduling software, electronic medical records, Microsoft Office suite, and QuickBooks.
• Ability to handle complex and emotional situations professionally, maintaining composure and displaying empathy.
• Knowledge of basic veterinary terminology and services is an advantage.
• This person should be capable of taking on delegated responsibilities when required.
• Have your vehicle with insurance.
• Must be able to lift 50 lb.
• Willingness to go through Animal CPR certification courses and other educational training courses assigned by management.
• It's essential to be open to constructive criticism and take responsibility for your actions.

VSS will be an ideal workplace if you are searching for a rewarding career working alongside competent and committed veterinarians and technicians. We place the highest priority on providing top-notch patient care, and we offer the following benefits to our full-time employees after a 90-day training period:

• Competitive pay
• Medical, dental, and vision insurance
• Paid time off and holidays
• Credential holders have access to opportunities for continuing education.
• Uniform allowance
• Discounted pet care for employees 

Additionally, VSS offers an excellent environment for professional growth, providing opportunities to expand one's understanding of advanced medical concepts and acquire clinically relevant skills.