What are the responsibilities and job description for the Veterinary Customer Service Representative position at Family Animal Hospital of Friendswood?
At Family Animal Hospital, our focus is FAMILY.
We are a busy 3 doctor practice that sees ALL the pets! We see cats and dogs as well as turtles, snakes, bearded dragons, ferrets, hamsters and rabbits. We’re looking for someone who loves pets like their own babies, can be comfortable and respectful around all of the species, who wants to be part of a team that looks out for each other like family, who cares for customers like they’d care for their own mother, and who can be like a level-headed oldest sibling in resolving customer disputes.
For this Customer Service Representative, we’re looking for a primary contact point with our customers and the face of our organization -- someone with excellent verbal, written, and interpersonal communication skills, conflict resolution skills, and the ability to be proactive in seeing and preventing customer service problems before they happen.
To be successful in this position, candidates should have previous customer service, hospitality, or guest services experience. Previous veterinary practice experience and Cornerstone software is a plus, but exceptions could be made for the right candidate. Your primary responsibilities will be keeping customers happy so the rest of the team can keep their pets happy and healthy.
If this sounds like the job for you, please read on for further details.
Job Description
- Reports to Floor Coordinator/Manager on duty for daily organizing and questions about client concerns.
- Responsible for overseeing front desk – welcoming clients/patients and keeping patient records current and confidential.
- Keeping lines of communication open with team members and clients and communicating in a professional, compassionate manner.
- Understanding of and operational experience with Microsoft programs plus data entry. Cornerstone experience preferred.
- Ability to prioritize and manage multiple tasks and forms of communication simultaneously – emails, texts, faxes, and phone calls (we have 5 lines)
- Basic math skills required; Grammar and spelling skills required.
Expectations of a Customer Service Representative:
Greet all clients either on phone or in person with a positive tone, listen closely to client needs, prepare client transactions and accept payment and/or explain payment policy to clients, maintain an effective appointment system as outlined by the practice, the ability to turn phone shoppers into clients, a basic understanding and the ability to provide clients with basic education on animal care, emergencies, parasite control, and vaccine protocol. Ability to handle the emotional stress that comes with pet care by showing empathy but keeping the atmosphere professional.
Specific job duties are thought to include:
1) Answering phones, emails, texts
2) Filling prescriptions
3) Running errands
4) Assisting in typing notes and scanning into the computer
5) Assisting in doctor/technician call backs as asked
6) Helps with Petly and Trupanion pet insurance claims
7) Calling surgeries and preparing the paperwork
8) Process specialist referrals possibly including processing Oncura reports
9) Cold calls to increase client appointments and sales for promoting specials for the clinic
10) Comfortable with discussing payment at time of services
It is expected that this person will handle all calls daily regarding prescription refills, handle road blocks at the front desk and assist in directing traffic flow, and prioritize client questions for doctors and assist in answering client questions.
As needed, other duties may be assigned by the owner or manager that are necessary for the daily operation of the hospital or upkeep of the property.
Job Type: Full-time
Pay: $13.00 - $17.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- Monday to Friday
- Weekends as needed
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Required)
- Veterinary: 3 years (Required)
- Cornerstone Software: 1 year (Preferred)
Work Location: In person
Salary : $13 - $17