Customer Service Representative I

Position Overview

The Client Service Representative (CSR) plays a pivotal role in delivering outstanding client service. They handle a range of tasks including answering calls, triaging phone calls, scheduling appointments, processing payments, and facilitating communication between clients and staff.

A successful CSR is characterized by their friendly demeanor, efficiency, and ability to remain composed amidst interruptions or emergency situations. They exude confidence in the quality of our services, effectively communicate recommendations to clients, and demonstrate empathy and compassion, especially in emotionally charged situations. Moreover, CSRs serve as the frontline representatives of our organization, creating a positive first and last impression on clients. Their role is indispensable in ensuring positive client experiences.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Reporting Structure

• Directly reports to the Client Service Representative Team Leader and/or Practice Manager.
• Periodically receives direction from the Practice Manager and veterinarians.

Primary Responsibilities

Telephone Communication

• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• Operates a multiple-line telephone system.
• Answers incoming lines using a three point phone greeting, places callers on hold, transfers calls, and pages staff members.
• Takes and routes messages for veterinarians and staff members.

Client Relations

• Follows hospital guidelines for client communication, addressing inquiries, appointments, medical questions, emergencies, and prescription refills.
• Handles basic inquiries about services, fees, animal care and treatment, directing complex queries to appropriate staff.
• Utilizes active listening to gather necessary information and addresses client concerns effectively.
• Provides updates on pet medical status and communicates invoice details by initiating timely client callbacks.
• Stays informed on wellness-care standards and common medical issues.

Hospitality

• Welcomes clients and patients to the practice and makes them comfortable by using the client's and pet's names to personalize communication.
• Monitors appointment schedule and communicates with clients about wait times.
• Maintains a pleasant and professional demeanor even when clients become emotional, disruptive, or discourteous.

Appointment Scheduling

• Uses PMS scheduling software to book outpatient, surgical, hospitalized patient, and technician appointments.
• Adheres to hospital guidelines for appointment scheduling, ensuring appropriate time allocation.
• Determines client preferences for veterinarian selection and schedules accordingly.
• Efficiently schedules appointments to accommodate client needs and optimize staff utilization.

Computer Use and Maintenance

• Accurately maintains up-to-date records and reports, enters fees and charges, and maintains the database.
• Generates financial and other reports using the computer system, as directed.
• Performs a backup of the computer system on a regular basis, as directed.

Marketing and Client Education

• Promotes the hospital to persons inquiring about the practice, fees, and products/services.
• Educates clients regarding recommended preventive medicines, vaccination requirements, and suggested procedures to maintain their pets' good health in accordance with hospital policies.
• Distributes handouts, new client kits, hospital brochures, hospital leashes, pet carriers and puppy/kitten packages to clients.
• Mails sympathy cards to clients.

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Maintains knowledge of the practice's products and services, as well as basic patient preventative care protocols.
• Improves upon veterinary knowledge and skills by taking advantage of in-house education materials and by participating in continuing education (if permitted), staff meetings, and in-house training.

Recordkeeping and Filing

• Retrieves and files medical records promptly and accurately.
• Purges inactive files as directed.
• Updates client and patient records as necessary.
• Scans medical documents and emails records to requesters with client approval. Manages returned mail and postcards, contacting clients for updated information.

Patient Admittance

• Retrieves and preps client records before their arrival.
• Completes necessary forms and gathers required information including medical history and referrals.
• Ensures compliance with hospital policies, particularly regarding patient admittance.
• Communicates pertinent medical and general information to veterinarians and technicians.
• Recognizes and notes any procedures due for the patient.
• Triage urgent-care patients and coordinate with the medical team as needed.

Patient Discharge

• Double-checks medical charges in the patient file against the patient treatment plan.
• Enters procedure recommendation codes into the computer as indicated.
• Presents clients with medications, instructions, new client kits, and any other items to take home.
• Confirms the client is aware of discharge instructions, medications, and services rendered, and informs the client of the total amount due.

Cash Handling

• Accepts payments from the client. Accurately processes cash, charge card payments, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
• Establishes credit in accordance with hospital policies and Practice Manager's authorization.

Facility Maintenance

• Opens and closes the practice as directed.
• Assists staff with cleaning and straightening the public areas of the practice.
• Restocks and arranges retail and point-of-purchase displays.

Personal Conduct

• Acts as a courteous and positive hospital representative, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Shows initiative by assisting coworkers, filling in as necessary, and seeking other work during down times.
• Adheres to work schedule, arriving promptly and utilizing time clock properly. Follows hospital policies for reporting lateness or absences.
• Maintains an organized work area and manages time effectively to prioritize tasks and handle multiple responsibilities calmly and efficiently.

Additional Duties

• Performs other duties as directed.
• Attends staff and departmental meetings as directed.

Requirements

• Education equivalent to the completion of the 12th grade.
• Knowledge of general office practices and procedures, Client Service Representative duties, and telephone techniques.
• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
• Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills.
• A commitment to outstanding client service.
• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
• Ability to stay on task and work energetically for the entire shift, sometimes exceeding 10 hours per day.
• Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
• Preferred: Ability to type 45 words per minute and use a 10-key adding machine.
• Preferred: At least two years' recent experience in an office or medical environment, with increasing responsibilities.

Salary Description

$17-20/hour