Veterinary Customer Service Specialist

Client Service Representative (Receptionist)

Reports to: Clinic Manager

Job Summary: The Client Service Representative is the primary point of contact for new and existing customers. A Customer Service Representative (CSR) will assist customers with a full spectrum of services beginning with initial contact all the way through the last point of contact. A CSR is responsible for providing superior levels of customer service, including communicating effectively, handling difficult and complex customer matters that result in satisfied customers, and showing empathy to all they encounter. Working the front desk in a high-volume hectic office setting, this position acts as the gatekeeper keeping customers informed, working effectively with veterinary staff to keep customers moving through appointments.

Job Responsibilities:

• Customer Service –
• Providing superior levels of customer service through prompt and courteous service in person, by phone or through email. Including but not limited to admitting patients, greeting client and pet by name, being friendly, understanding, keeping the customer informed all the way through to discharge including explaining billing, continued care instructions and any follow up needed.
• Able to navigate difficult customer situations in a professional manner that results in satisfied customers.
• Maintaining safety of clients and animals by enforcing safety and pet restraint policies.
• Responsible for accurately entering client, medical and appointment data in computer software systems.
• Determines fees, able to explain charges to clients, and processes payments for products and services correctly.
• Responsible for answering phones quickly, answering customer questions, correctly making appointments, and scheduling surgery.
• Educating clients regarding surgery, wellness services and products offered at PFA.
• Assists clients by understanding and identifying assistance programs for which they may be eligible.
• Handle complaints and concerns with courtesy and respect.
• Dispensing products as ordered by veterinarian and in accordance with regulations and policy.
• Assist with collection of data for department and clinic management.
• Administrative –
• Responsible for preparing and maintaining medical records and certificates promptly and accurately.
• Responsible for identifying and referring client charges for billing to the bookkeeper.
• Processing and maintaining microchip registration
• Responsible for file maintenance by ensuring correct information is entered, organized using the proper filing method and correcting inaccurate information using computer-based and paper files
• Ensures proper money handling by securing cash register, providing correct change, ensure cash is never left unattended and following all cash handling practices as established by PFA. Keeps customer information secure (i.e. checks, credit card, etc.).
• Properly and safely uses equipment including computers, telephone system, fax machine, printers, copiers, cash registers, credit card machines, electronics, and other equipment
• Maintenance –
• Maintains a clean, organized, and clutter free work area
• Maintains cleanliness of lobby & waiting areas including dusting, mopping, window cleaning and cleaning up urine and feces as needed
• General housekeeping duties such as dusting, sweeping, mopping, window cleaning
• Maintains sidewalk and steps approaching the clinic free of debris and feces
• Emergencies -During an emergency situation, it is the receptionist’s responsibility to attend to the client’s needs calmly while the medical staff attends to the patient.
• Schedule
• Regular attendance and punctuality is required. Vacations, call outs, and tardiness must be discussed with direct supervisor by phone or in person.
• Flexibility in schedule is required, including the ability to work evening, early morning and weekends. Overtime may be needed as determined by the needs of the organization.
• All employees regardless of position may be called upon to handle animals.
• Other duties as assigned.

Education and Qualifications:

• HS diploma/GED preferred
• Must speak and write English fluently and clearly in a professional manner; bilingual (English and Spanish or Portuguese) preferred.
• Highly organized with attention to detail.
• 6 months prior customer service experience required; customer service experience in veterinary service provider setting preferred.
• Postsecondary degree in animal sciences, dog behavior certification, or other formal training in animal welfare or related field preferred.

Knowledge and Skills Requirements:

• Must embrace the mission and goals of the organization
• Service oriented, polite and professional
• Familiarity with NJ town names and counties is beneficial
• Familiarity with dog and cat breeds, descriptive terms and basic companion animal care preferred, will train appropriate candidate
• Able to follow direction and work with minimal supervision
• Ability to recognize warning signs in animal behavior
• Strong skills to multi-task in a hectic office environment
• Ability to remain professional dealing with difficult clients or stressful situations
• Proficiency in alphabetizing files accurately
• Spelling proficiency
• Basic typing and computer skills (MS Office products, Word & Excel; email via Gmail; experience with Impromed software a plus)
• Basic math and financial skills (add, subtract, multiply, divide; calculate sums of money and make correct change)
• Ability to answer busy multi-line phone system
• Ability to understand and explain common medical issues
• Strong organizational skills

Physical Requirements/Work Environment:

• High volume, hectic Veterinary office similar to a medical care/urgent care environment
• Noise level varies; animals will make noise including dogs barking, cats meowing or screeching; telephones ringing.
• Interacting and having regular contact with animals including but not limited to dogs and cats.
• Must be able to lift up to 30 pounds without assistance.
• Must be able to sit or stand for extended periods up to 8 hours.
• Must have visual and auditory acuity sufficient to allow communication via telephone, computer and on paper.
• Must be able to read, understand and execute written instructions and information.
• Services may be provided occasionally off site, outdoors or indoors in temporary settings throughout NJ.

Job Types: Full-time, Part-time

Pay: From $18.00 per hour'
'
Work Remotely

• No

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• VETERINARY customer service: 1 year (Required)
• Impromed software: 1 year (Preferred)

Language:

• english and spanish/ portuguese (Required)

Ability to Commute:

• Millville, NJ 08332 (Required)

Work Location: In person

Salary : $18