Customer Service Rep

Description

CUSTOMER SERVICE REPRESENTATIVE

Quality medicine starts with happy team members.

We Love Pets and People. Bellevue Veterinary Emergency and Specialty Hospital was established with one goal in mind: to be there for pets and their people. We know emergency visits aren’t planned, and navigating specialty care can be overwhelming. We are looking for dedicated team members to join our growing team and help us implement people-centric processes to create an environment where pets receive world-class care and pet parents receive clarity and compassion at every step in the process.

At Bellevue Veterinary Emergency + Specialty, we work hard to deliver unparalleled care, and experiences for our patients and clients. Providing fulfilling careers and enabling healthy work-life harmony aren’t talking points for us, they’re part of who we are. We listen to our staff to understand what matters most and work to ensure everyone has the support they need to thrive.

We believe learning is a life-long commitment.

Building our team, we require leaders who take the initiative to grow—and we help them do just that. Our goal is to help people be the best version of themselves. Interested in learning a new skill? Pursuing another credential? We’re on your side, providing resources and support to help you fulfill your goals.

Position Summary:

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

What You’ll Do:

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun.
• Maintain knowledge of the services the hospital provides and utilize the information to promote the hospital’s services and products to existing and prospective customers.
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs.
• Assist incoming clients. Document and enter the pet’s history requested services, and other pertinent information within the practice management software.
• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed.
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling.
• Assist outgoing clients by providing all necessary instructions, information, and invoices.
• Dispense prescription items per the Veterinarian’s instructions and sell retail products.
• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer.
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem.
• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets.
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care.
• Perform other duties and projects as requested.

Education:

High School Diploma or GED required

Experience:

1+ years experience in retail sales or customer service preferred (Experience in a medical facility desired)

Knowledge Skills and Abilities:

• Ability to provide effective customer service principles.
• Basic knowledge of medical terminology.
• Basic proficiency with a variety of computer programs including Microsoft Office Suite.
• Basic written, verbal, and active listening communication skills.
• Strong customer relations and interpersonal skills.
• Exercises tact and diplomacy in dealing with sensitive issues and situations.
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions.
• Strong organizational and time management skills.
• Effectively and quickly responds to requests in a proactive manner.
• Strong attention to detail and high level of accuracy.

Working Conditions/Physical Demands:

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be exposed to disinfectant/sanitation chemicals, pet dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, and 50 lbs. with assistance. Must be able to work flexible hours including evenings and weekends.

Supervisory Responsibilities:

None.

Pay Range: $24 to 28/hour

Benefits:

• Employee discount
• Employee assistance program
• Paid time off
• Health insurance with employer-paid HSA contribution annually
• Dental and Vision insurance
• 401(k) with employer match
• And much more!