Customer Service Representative

**At least ONE YEAR of in-person customer service experience is REQUIRED for this role.**

*This position will pay $18-$20 hourly DOE*

Summary: Customer Service Representatives (CSRs) are on the front line between clients, patients, and the rest of the Hospital. CSRs work at the front reception desk and interface with clients and their pets in person and via incoming and outgoing phone calls. The CSRs must maintain a high level of professionalism and customer service in a high stress and high-volume environment. The CSR is responsible for booking appointments, collection of payments, managing clients and their pets, facilitating information between clients and the rest of the hospital.

Reception Duties:

• Answer multiple phone lines, collect information and routes calls and message appropriately to various departments.
• Schedule and check-in and out for appointments for various specialty departments and emergency room.
• Provide excellent customer service to clients waiting, including emotionally challenging and emergent situations.
• Management of walk-in euthanasia, including reviewing cremation options.
• Collection of deposits, fees, and invoices utilizing multiple payment methods.
• Management of client accounts, records and associated paperwork.
• Following established procedures, calls for urgent assistance for critical patients presenting through the Emergency Room.
• Maintains accurate wait times for Emergency Room and updates clients as appropriate.
• Rotates through dedicated phone support shifts, managing all incoming calls.
• Manages utilization of all exam rooms

Other General Administrative Responsibilities:

• Keep the front desk, exam rooms, and lobby clean at all times.
• Scan in documents to patient charts and maintain records.
• Send appointment reminder emails, calls and texts.
• Verification that upcoming appointments are accurately scheduled, confirmed and records have been obtained.
• Management of memorial and cremation products.
• In partnership with the Referral Coordinator, facilitate appointments from referring veterinarians.
• Other duties as assigned.

Minimum Qualifications:

• At least one year of in-person customer service experience

Preferred Qualifications:

• 1 year of veterinary or human medical field experience
• Experience with payment collection
• Experience managing multiple phone lines
• Experience with high level of accuracy with data entry
• Knowledge of EasyVet and/or experience with other medical record systems

Educational Requirements: High School diploma or equivalent required.

Computer Skills: Knowledge of Microsoft Office Products, internet navigation, and messaging programs.

Language Ability: Ability to speak in an understandable manner and understand the English language.

Skill Requirements: Strong ability to multitask and anticipate needs. Excellent communication between all team members.

Emotional Demands: The Reception Department is a fast-paced, high stress environment. A CSR will interact with clients, staff, and patients. A CSR must handle stress well and keep a positive attitude with clients and fellow employees. The employee should excel at conflict resolution and be superb at problem solving.

Reasoning Ability:Ability to define problems, collect data, and draw valid conclusions. Ability to read and interpret documents such as client discharge instructions, financial statements, CSR instructions and procedure manuals.

Math Ability: Ability to add, subtract, multiply and divide in all units of measure. Ability to calculate figures and amounts such as discounts.

Physical Requirements: This job is physically active and may require frequent bending. The employee is frequently required to walk, sit, and use hands. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the employee is regularly required to talk or hear.

Work Environment: The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. The noise level in the work environment is usually moderate. The work environment is predominantly indoors.

Interacts with: All areas of the Hospital.

Benefits: We offer Medical, Dental, Vision, 401(k) w/matching, short and long-term disability, bereavement leave for pet loss and much more!

We are an equal employment opportunity employer. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.