November 18, 2024

Lakefield Veterinary Group

Rochester

Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE (CSR)
Department: Operations | Reports to: Hospital Administrator | Non-Exempt |
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 (Essential Functions):

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 utilizes 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 sells 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

WHAT WE'RE LOOKING FOR (Essential Qualifications):
Education:

High School Diploma or GED required Professional Licenses/Certifications: None

Experience:

1+ years experience in retail sales or customer service preferred
Experience in a veterinary facility

Knowledge, Skills, and Ability:

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

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, pets' dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours. No weekends.

SUPERVISORY RESPONSIBILITIES: None