Customer Service Representative

Our very busy, growing Veterinary Clinic is looking for a full-time dedicated Customer Care Representative to handle client-facing duties as well as clerical tasks. When our clients walk into our office, we want them to find a friendly, smiling face and a helping hand. The ideal candidate has excellent communication and multitasking skills, a positive and overachieving attitude, and a strong work ethic. Job duties include:

Phones

• Answer the phones in a friendly and professional manner
• Make appointments for routine exams, vaccines, re-checks, and boarding
• Know what constitutes an emergency vs. a routine appointment
• Manage several phone lines efficiently
• Take accurate messages and deliver them in a timely fashion
• Take and deliver prescription refill requests

Face to Face

• Greet clients and process their appointments efficiently and in a friendly manner. YOU ARE THE FACE OF THE CLINIC.
• Check on vaccine status, recommend needed vaccines, and ask clients whether they need any products
• Take client into the exam room and notify tech/doctors of the appointment
• Make clients’ stay in the exam room comfortable by asking whether they prefer the door open or closed – Let them know which tech will be in if possible.
• Make sure rooms are clean and odor free
• Make sure doctor enters the exam room within a reasonable time
• Refer angry clients to the appropriate person when necessary

Record Management

• File all records properly
• Process new clients efficiently and accurately
• Get current contact information; new cell phone number, delete incorrect numbers, check to see if address is current
• Understand the hospital admittance and consent forms. Ensure that the client fills out each form completely and understands what they mean
• Process vaccine certificates and give tags
• Know how to make new client files
• Know how to add new patients to exiting client files
• Type in the reason for the client’s visit on the check-in form and highlight the proper areas for the doctor. Attach to file
• EVERYTHING gets recorded, even the most mundane phone call gets recorded or it didn’t happen.
• Take faxes off the fax machine in the am and record or file in proper place. Let the proper doctor know about lab results.
• Managing files – Separate pets, remove deceased pets, file inactive pets and clients downstairs in filing cabinet.

Service Management

• Understand when and how to process complimentary (Humane Society) exams
• Understand and explain vaccination protocols for cats and dogs
• Understand how to process vaccination appointments
• Understand the vaccination and health certificates, the information required, when to give them and how to process them
• Offer quotes for basic hospital procedures, including exams, vaccines, neuters, spays and other routine surgeries
• Understand and explain special programs, such as puppy and kitten packs
• Understand when intestinal parasite checks or heartworm checks are warranted
• Understand and explain all flea, tick and heartworm preventions
• Learn how to deal with price shoppers; don’t let them take up a significant portion of the day by hanging on the phone.
• Understand and explain identification (microchip) system for pets
• Understand and charge clients from the check-in sheets
• Make sure all charges on the check-in sheet are correct and attributed to the correct doctor
• Understand the range of hospital services
• Understand the full range of retail items the clinic sells and their proper usage
• Schedule appropriately for boarding. Ensure all vaccinations are up-to-date at least a week before boarding
• Understand and explain pre-anesthetic testing for dogs and cats
• Schedule euthanasia appointments properly and compassionately
• Process euthanasia appointments properly
• Notify the doctor how to handle the remains (burial, cremation or taking with them)
• Process the paperwork on remains
• Send card to grieving client
• Call to remind clients of appointments the day before
• Call no-shows to reschedule
• Know how to run recall report and make proper call’s
• Package FedEx package for pick by 1pm.
• Learn how to use the Want List in the computer.

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Evening shift
• Morning shift

Ability to Relocate:

• Kewaskum, WI 53040: Relocate before starting work (Required)

Work Location: In person

Salary : $17