Client Service Coordinator

Customer Service Representative Job Description

SUMMARY OF JOB PURPOSE AND FUNCTION : The Customer Service Representative (CSR) drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets), ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.

ESSENTIAL RESPONSIBILITIES AND TASKS :

· Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health

o Maintaining a clean and presentable lobby & front desk

· Work closely with Customer Service Lead (CSL) on AllyDVM to achieve clinic goals

· Manages scanning and attaching of pet records into database

· Call and confirm following day appointments and surgeries by 2pm on previous day

· Educate clients about care packages, preventative care, pet health needs and hospital services including online pharmacy

· Maintains accurate balances and utilizes proper opening and closing procedures

· Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, 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

· Other job duties as assigned

HIRING QUALIFICATIONS

· High School Diploma or equivalent

·1 year customer service experience

· Bilingual Preferred

CAPABILITIES (CAN & WILL DO)

· Manages multiple tasks at one time

· Accurately and consistently follows instructions delivered in an oral, written or diagram format

· Comfortably and confidently uses a computer and specialized software

· Willing to work with others, collaborating and compromising where necessary

· Is open to changing situations and opportunities and is willing to perform all tasks assigned

· Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations