What are the responsibilities and job description for the Veterinary Customer Service Representative position at Maricamp Animal Hospital?
Job Description
Job Description
Benefits :POSITION SUMMARY
The experienced Veterinary Customer Service Receptionist is the initial touchpoint for clients and their role is instrumental in shaping the clients perception of the brand and is responsible for fostering a positive client experience while driving sales. By embodying Maricamp Animal Hospitals Core Values, the Customer Service Representative is committed to cultivating an ongoing relationship with the client. They will display a genuine interest in how Maricamp Animal Hospital can help meet and support the well-being of their pets.
ABOUT MARICAMP ANIMAL HOSPITAL
Our mission is to empower a lifetime of memories, bringing pet health solutions that impact our community. We provide owners with the education they need in order to make a fully informed decision about their pet's health care. We are dedicated to ensuring our patients have the results and success they deserve. Our core values are the backbone of our business and guide our hiring process : we create impact, have discipline, are accountable, in alignment, results-oriented and inspirational.
Our team holds tremendous value and an integral part of creating an environment of success and wins from the clients and patients.
We help our team members achieve success in their roles and beyond through the development of their personal, professional, and financial goals - making it a top priority to support our teams development potential.
OBJECTIVES
- Utilize professional and courteous communication techniques when interacting with clients via various channels to provide support, information and education regarding our offered products and services based on the Veterinarians recommendations.
- Maximize sales opportunities by proactively reaching out to clients to schedule appointments, engage with additional services or products, provide detailed information about the benefits of our products or services, and highlight promotions and tools.
- Nurture the client-business relationship by providing exceptional customer service, demonstrating expertise, and showing genuine care and concern for their pets.
- Manage the client pipeline by accurately tracking and documenting interactions, identifying client preferences, providing thorough follow-up, and ensuring the clients needs are met at every stage of the process.
- Professionally address client questions and complaints, and if needed, forward them to appropriate staff.
- Expertly obtain and maintain accurate medical records throughout all client interactions.
- Prepare procedure templates for various health certificates, records, and other pertinent medical files or documentation for patient appointments per company policy.
- Respond to client requests, emails, and questions in a professional and timely manner while ensuring accurate documentation and record-keeping according to company policy.
- Assist clients by creating financial plans using all available tools, resources, and promotions according to company policies.
- Perform administrative functions including but not limited to new client registration and appointment scheduling per company policy while maintaining accuracy in data entry.
- Excellent verbal and written communication skills with a proven ability to navigate relationships with clients, co-workers, and patients.
- Service-oriented and able to resolve customer grievances, concerns, and questions appropriately.
- Personable communicator who clearly and persuasively describes products and services to customers to encourage sales transactions.
- Must be detail-oriented and highly attuned to capturing relevant data in documentation.
- Strong computer skills and highly proficient in MS Office Suite, Windows, Google Suite; and CRMS Outstanding organization and administrative accountability.
- Ability to maintain confidentiality with individual interactions with patients
- Experience successfully maintaining a positive attitude while working in a team environment with competing priorities.
- Must have the physical and mental capacity to perform in a fast-paced and challenging environment.
- 2 years experience in Customer Service and appointment scheduling, preferably in healthcare or other related industry
- Education in Customer Excellence or Customer Service
- Knowledge of veterinary medicine
- Bilingual English & Spanish is a plus
- Ability to spend prolonged periods of time standing, sitting, or walking
- Must be able to lift at least 25lbs
- Travel Required : Up to 15% for Continuing Education & Training
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements
- 401(k)
- 401(k) with employer match
- Dental Insurance
- Employee assistance program
- In-House Veterinary Care Employee Discount
- Paid time off
- Employee Discount Program
- Professional development assistance
- Referral program
- Vision insurance Schedule :
- Day shift
- Business Hours : Monday to Friday 8am-6pm and Saturday, 8am-1pm. Work setting :
- In-person
REQUIRED COMPETENCIES
REQUIRED EDUCATION AND EXPERIENCE
PHYSICAL REQUIREMENTS
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Maricamp Animal Hospital recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.
Job Type : Full-time
Salary : $16.00 - $18.00 per hour
Expected hours : 40 per week
Benefits :Salary : $16 - $18