What are the responsibilities and job description for the Customer Service Representative position at Meadow Vista Veterinary Clinic?
Position Overview: Supports and adds value to an efficient organization dedicated to quality care and exceptional service. Performs a variety of clerical and customer service work in providing support to the hospital.
Essential Functions:
Essential Functions:
- Offers owners and potential owners a warm and friendly greeting in person or on the phone; answers their questions.
- Provide top-notch customer service.
- Maintain a professional appearance (clothes and attitude).
- Identify and work compassionately with clients in various emotional states.
- Responds to inquiries about the range of services the practice provides and the species it treats; refers to appropriate department/staff member as needed.
- Coordinates the flow of pets and owners in the lobby; placates owners distressed by long waits, scheduling glitches, and other problems.
- Recognizes the symptoms of pet(s) and owners in crisis; handles basic medical emergencies appropriately.
- Assists owners when picking up medications or special dietary products; answers questions.
- Inputs data to practice management software to check pets in; makes simple postings to accounts; compiles data for various reports.
- Types and edits a variety of correspondence, reports, memoranda, and other material ensuring accuracy.
- Receives and distributes incoming mail; processes and stamps outgoing mail.
- Performs cashiering duties; processes refunds, returns and credits as needed.
- Organizes and processes all payment plans.
- Processes billing statements and collections.
- Coordinates and schedules appointments; calls owners scheduled for the next day to remind them of their appointments, appointment times, and any special instructions, such as the need for fasting, withholding or administering medications.
- May assist with retail sales.
- May weigh pets when they come in for exams, procedures, etc.
- Responds to client emails.
- Processes faxes.
- Shows up for work regularly; full-time presence at work is essential for every shift.
- Obtains previous records from other facilities and adds to patient chart.
- Calls clients whose pets are overdue for vaccines, grooming, medication refills, etc.
- Able to learn basic veterinary medicine terminology.
- Becomes familiar with retail products, medications, vaccinations, routine testing, and heartworm and flea preventatives and be able to confidently discuss with clients.
- Has a strong sense of excellent customer service and be able to provide that to clients even during high-stress situations.
- Be able to multi-task efficiently.
- Able to identify conditions over the phone that can potentially be emergencies and scheduling those appointments appropriately.
- May take medication refill requests and messages for doctors.
- Able to use Windows-based computer systems, word processing, email, web search, and other skills needed to effectively use software.
- Able to reconcile the drawer and complete end of day duties at the close of the day.
- Performs other duties as assigned.
- Customer Service: Displays a desire to provide outstanding services and exceed customer expectations.
- Communication: Uses effective and appropriate methods of interacting with others.
- Energy and Productivity: Completes tasks quickly and thoroughly without prompting.
- Flexibility and Multi-tasking: Adapts easily to changing demands and manages multiple priorities effectively.
- Administrative Ability: Uses appropriate administrative and clerical procedures and systems for managing office work.
- Dependability: Demonstrates responsibility in completing all job tasks.
- Team orientation: Works cooperatively with the team to address tasks and accomplish goals.
- Organization and Attention to Detail: Monitors and reviews information thoroughly and maintains an organized system for all documents.
- Time Management: Manages time and prioritizes work tasks effectively.
- High school diploma or GED.
- May consider an equivalent combination of education, certification, training, and/or experience.
- Knowledge of clerical procedures such as alphabetizing files and records.
- Ability to provide great customer service in a courteous, prompt, and efficient manner.
- Ability to perform cashier duties accurately.
- Ability to multitask and pay close attention to details.
- Must be flexible with scheduling and able to work some weekends and holidays.
- Depending on functional area of assignment, tasks may involve extended periods of time at a keyboard or workstation and/or extended periods of time standing and/or walking.
- May involve some climbing, balancing, stooping, kneeling, crouching, or crawling.
- Some tasks involve the periodic performance of moderately physically demanding work, usually involving lifting or carrying moderately heavy animals (up to 50 pounds).
