What are the responsibilities and job description for the Client Service Representative position at Doral Centre Animal Hospital?
Description
Key Responsibilities
Knowledge & Expertise Required
What We Offer
Doral Centre Animal Hospital is a premier hybrid veterinary practice, offering both general and emergency care to pets in Doral, FL. We are seeking a compassionate and dedicated Full-Time Client Service Representative (CSR) to join our dynamic, veterinary team. In this essential role, you will be the first point of contact for clients and their beloved pets, delivering outstanding customer service while supporting both routine and urgent veterinary care. This is an excellent opportunity to be part of a collaborative environment that prioritizes the health and well-being of our animal patients.
If you are a dedicated individual with a passion for veterinary medicine and exceptional client service skills, we invite you to apply for the Full-Time Client Service Representative position at Doral Centre Animal Hospital. Join us in making a meaningful difference in the lives of pets and their owners!
If you are a dedicated individual with a passion for veterinary medicine and exceptional client service skills, we invite you to apply for the Full-Time Client Service Representative position at Doral Centre Animal Hospital. Join us in making a meaningful difference in the lives of pets and their owners!
Key Responsibilities
• Client Interaction:
o Warmly greet clients and their pets, creating a welcoming and supportive environment.
o Provide a positive first impression, reflecting the values of compassion and excellence that Doral Centre stands for.
• Appointment Management:
o Efficiently manage incoming phone calls, schedule routine and emergency appointments, and handle inquiries regarding our wide range of veterinary services, including wellness exams, vaccinations, surgeries, and urgent care.
o Utilize our scheduling software to optimize appointment bookings and minimize wait times for clients.
• Record Keeping:
o Maintain accurate, organized, and up-to-date client and patient records in our veterinary management system, ensuring compliance with legal and privacy regulations.
o Collect and verify patient histories, vaccination records, and other necessary documentation at check-in.
• Billing and Payment Processing:
o Assist clients with billing inquiries, process payments, and explain services, fees, and payment options related to both routine and emergency care.
o Offer information about financing options and payment plans to help clients manage their pets' healthcare costs.
• Pet Health Guidance:
o Serve as a knowledgeable resource for clients by providing information on pet health, preventive care, emergency procedures, and nutritional advice.
o Educate clients about our services, including hospitalization, dental care, ultrasonography, wellness, critical care and specialty services
• Team Collaboration:
o Work closely with veterinarians, veterinary technicians, and support staff to ensure seamless communication and workflow within the hospital, particularly during high-stress emergency situations.
o Assist in coordinating patient care between departments and facilitating communication with clients regarding treatment plans.
• Client Support:
o Address client concerns and complaints with empathy and professionalism, resolving issues effectively while maintaining a calm demeanor.
o Follow up with clients after outpatient visits to ensure pets are recovering well and to reinforce the importance of follow-up care.
• Reception Area Maintenance:
o Keep the reception area organized, tidy, and welcoming, ensuring a pleasant experience for clients and their pets.
o Manage inventory for office supplies and clinic materials, ensuring all essential items are well-stocked.
• Emergency Preparedness:
o Be prepared to assist during emergencies by staying calm and facilitating the intake of urgent cases, guiding clients through the process, and supporting the veterinary team as needed.
o Warmly greet clients and their pets, creating a welcoming and supportive environment.
o Provide a positive first impression, reflecting the values of compassion and excellence that Doral Centre stands for.
• Appointment Management:
o Efficiently manage incoming phone calls, schedule routine and emergency appointments, and handle inquiries regarding our wide range of veterinary services, including wellness exams, vaccinations, surgeries, and urgent care.
o Utilize our scheduling software to optimize appointment bookings and minimize wait times for clients.
• Record Keeping:
o Maintain accurate, organized, and up-to-date client and patient records in our veterinary management system, ensuring compliance with legal and privacy regulations.
o Collect and verify patient histories, vaccination records, and other necessary documentation at check-in.
• Billing and Payment Processing:
o Assist clients with billing inquiries, process payments, and explain services, fees, and payment options related to both routine and emergency care.
o Offer information about financing options and payment plans to help clients manage their pets' healthcare costs.
• Pet Health Guidance:
o Serve as a knowledgeable resource for clients by providing information on pet health, preventive care, emergency procedures, and nutritional advice.
o Educate clients about our services, including hospitalization, dental care, ultrasonography, wellness, critical care and specialty services
• Team Collaboration:
o Work closely with veterinarians, veterinary technicians, and support staff to ensure seamless communication and workflow within the hospital, particularly during high-stress emergency situations.
o Assist in coordinating patient care between departments and facilitating communication with clients regarding treatment plans.
• Client Support:
o Address client concerns and complaints with empathy and professionalism, resolving issues effectively while maintaining a calm demeanor.
o Follow up with clients after outpatient visits to ensure pets are recovering well and to reinforce the importance of follow-up care.
• Reception Area Maintenance:
o Keep the reception area organized, tidy, and welcoming, ensuring a pleasant experience for clients and their pets.
o Manage inventory for office supplies and clinic materials, ensuring all essential items are well-stocked.
• Emergency Preparedness:
o Be prepared to assist during emergencies by staying calm and facilitating the intake of urgent cases, guiding clients through the process, and supporting the veterinary team as needed.
Knowledge & Expertise Required
• Previous experience in a customer service role, preferably in an animal care environment or human medical professional setting.
• Familiarity with veterinary terminology, emergency protocols, and animal care practices is highly desirable.
• Exceptional communication skills, both verbal and written, with a friendly and approachable demeanor.
• Expressing a compassionate and empathetic nature, especially in a difficult/high-stress environment.
Skills Necessary for Success:
• Customer-Centric Approach: A genuine passion for helping clients and their pets, ensuring a positive experience at our animal hospital, especially in high-pressure situations.
• Organizational Skills: Ability to manage multiple tasks efficiently, maintain attention to detail, and prioritize responsibilities in a fast-paced environment.
• Problem-Solving Abilities: Capacity to address and resolve client concerns effectively, even in challenging circumstances.
• Team Player: Strong interpersonal skills and a collaborative mindset to work effectively with diverse team members.
• Familiarity with veterinary terminology, emergency protocols, and animal care practices is highly desirable.
• Exceptional communication skills, both verbal and written, with a friendly and approachable demeanor.
• Expressing a compassionate and empathetic nature, especially in a difficult/high-stress environment.
Skills Necessary for Success:
• Customer-Centric Approach: A genuine passion for helping clients and their pets, ensuring a positive experience at our animal hospital, especially in high-pressure situations.
• Organizational Skills: Ability to manage multiple tasks efficiently, maintain attention to detail, and prioritize responsibilities in a fast-paced environment.
• Problem-Solving Abilities: Capacity to address and resolve client concerns effectively, even in challenging circumstances.
• Team Player: Strong interpersonal skills and a collaborative mindset to work effectively with diverse team members.
What We Offer
• Competitive Pay: Hourly rate based on experience and qualifications.
• Flexible Schedule: Full-time hours that support a balanced work-life schedule, including potential shift options for emergency coverage.
• Paid Time Off: Paid time off policy to support personal and professional balance.
• Parental Leave: Supportive parental leave options for new parents.
• Veterinary Discounts: Discounts on services and products for your pets, making it easier to care for them.
• Comprehensive Benefits Package: Including health, dental, and retirement plans, along with opportunities for professional development and growth.
• Supportive Environment: A collaborative and team-oriented atmosphere that values your contributions and encourages growth in both veterinary knowledge and customer service skills.
• Flexible Schedule: Full-time hours that support a balanced work-life schedule, including potential shift options for emergency coverage.
• Paid Time Off: Paid time off policy to support personal and professional balance.
• Parental Leave: Supportive parental leave options for new parents.
• Veterinary Discounts: Discounts on services and products for your pets, making it easier to care for them.
• Comprehensive Benefits Package: Including health, dental, and retirement plans, along with opportunities for professional development and growth.
• Supportive Environment: A collaborative and team-oriented atmosphere that values your contributions and encourages growth in both veterinary knowledge and customer service skills.
