What are the responsibilities and job description for the Customer Service Representative position at Spay Neuter Network?
Job Summary:
As a front desk Customer Service Representative, you will be responsible for providing exceptional client care in person, on the phone, and in electronic communications. You will be responsible for maintaining the flow of wellness/surgery patients through the clinic, assisting them through the clinic process, make recommendations for services and products to clients based on their pet's lifestyle, and maintaining good communication with the veterinary medical team.
Skills/Experience:
- Bilingual in English and Spanish is strongly preferred.
- Excellent verbal and written communications skills required.
- Proficiency with data entry on a PC platform including Microsoft Office programs.
- Must be confident around pets (i.e., dogs, cats), be able to handle them safely with patience and gentleness and use appropriate safety equipment. The use of proper safety equipment is mandatory.
- Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
- Must be able to greet customers and obtain and accurately record patient case histories.
- Must be able to communicate basic veterinary concepts to clients and be able to accurately relay information provided by a veterinarian.
- Must be able to counsel clients on post-operative care and the proper use and administration of medications.
- Should be able to identify own limitations and be willing to ask for help.
- The individual performing this job may be required to work more than eight hours in a day or 40 hours in a week.
Essential Functions/Responsibilities:
- Represent Spay Neuter Network by providing exceptional customer service at all times and maintaining positive relationships with every client volunteer and staff person. This includes welcoming clients and educating them about clinic services including spay/neuter services and preventative care.
- Responsible for wellness/surgery invoice billing.
- Assist, as required, the wellness technician.
- Properly label and dispense medications.
- Maintain database by entering accurate information for our clients and patients including medical history, services requested, and services received.
- Promote appropriate clinic services and route the flow of clients and pets to ensure efficient client care.
- Assist incoming clients by completing required paperwork, entering information and history in the computer, and ensuring prompt service.
- Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
- Ensure the safety of clients, patients and team members by utilizing safe techniques, following standard protocols.
- Maintain accurate financial records and balances.
- Maintain clean and organized work areas.
- Clean assigned areas on a daily basis.
- Open and/or close the clinic as needed.
- Fill-in for other areas/positions of the clinic by performing other tasks/functions as needed.
- Protect the confidential information on customers and donors.
- Report to work at assigned start time; go to/return from breaks and lunch at assigned times; leave work at assigned quitting time.
- Additional tasks as assigned.
