VCA Animal Hospitals
Customer Service Representative
VCA Animal Hospitals, Fort Worth, Texas, United States, 76102
Job Summary
Meet and greet clients and their pets. Coordinate and represent all facets of client services. Serve as a goodwill ambassador for the hospital.
Knowledge, Skills and Abilities
Excellent client service skills.
Excellent phone skills.
Computer skills preferred.
Must be friendly, outgoing, people‑oriented.
Excellent communication skills.
Ability to work in a team‑oriented environment.
Well groomed, organized and detail‑oriented.
Ability to take direction.
Ability to handle money accurately and honestly.
Must possess sound decision‑making skills and multi‑task while working in an environment of stress.
Education and Experience
High School Diploma.
Must have experience working with the public, i.e. restaurant, retail or service business.
Experience in a veterinary hospital or other doctor’s office is a plus.
\h3>
Scheduling appointments.
Effective determination and scheduling of emergencies.
Authority to delay disputed charges until further reviewed by supervisor.
Authority to resolve client service issues within established guidelines.
Physical Requirements
Dependable attendance is required.
Any allergies to animals must be controllable through medication.
Must be willing to work long or irregular hours under pressure conditions.
This position requires the ability to walk, bend, stand and reach constantly during a minimum 8‑hour day.
Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
Duties
Client Service
Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.
Demonstrate excellent relations with clients/pets in waiting and/or exam rooms; ensure that clients and pets feel welcome and comfortable, serve as “Ambassadors” and create and maintain goodwill for the hospital.
Build rapport with clients.
Immediately greet clients and pets by name.
Quickly understand client needs and initiate the process of meeting those needs.
Help new clients completely fill out the registration form and inform them about services offered by the hospital.
When there is a delay (e.g., the doctor is behind schedule), keep clients informed of expected waiting time.
Provide basic education on general animal husbandry and pet care, including: general dietary requirements and feeding schedules, vaccines, dental care instructions, routine laboratory tests (stool exams, heartworm tests, urinalysis, leukemia tests), heartworm preventatives, housebreaking techniques, general flea and tick control.
Generate, present and explain fee estimates for treatment/surgery to clients.
Handle client complaints with concern and diplomacy.
Accurately communicate medical/surgical information to clients.
Send client cards and letters (thank you notes, sympathy cards, welcome cards) as directed by the management team.
Prepare, distribute and explain client education materials.
Answer Telephones and Make Appointments
Exhibit a “come in now” attitude toward clients and patients.
Answer telephone promptly.
Encourage the client to make an appointment if the pet has any problematic condition concerning either the client or you.
Schedule appointments and other patient visits in the appointment book, including re‑check appointments, surgeries, and drop‑offs.
Reschedule any missed appointments.
Understand and use excellent telephone etiquette.
Call clients to confirm appointments, remind them of missed appointments and laboratory results, as well as callbacks for procedures performed.
Refuse to diagnose pet health care problems over the telephone.
Maintain Charts and Computer Records
Keep charts and computer records updated with current client and patient information (address, telephone number, vaccine due dates, other reminders, age, etc.).
Prepare charts for new clients and patients.
Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions.
Handwriting must be neat and legible.
Open an order or start an invoice as each client enters the hospital; recommend any needed services (, etc.).
Calculate client’s invoice and collect payment.
File charts in appropriate areas as needed.
Perform routine computer reports and backups.
Pharmacy and Retail Sales
Understand the benefits of the retail products; be able to promote them to clients.
Products include dietary products, flea products and shampoos.
Fill prescriptions a veterinarian.
Explain prescription directions to clients.
Marketing Implementation
Understand, participate, promote and support planned VCA marketing events and programs.
Present marketing promotions to clients in a professional manner.
Housekeeping/Maintenance
Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all times.
Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat; examine glass doors and windows for smudges and clean when necessary.
Keep the client refreshment area stocked, operational, neat and clear at all times.
Keep the appearance always clean and neat.
Wear a nametag and a clean, pressed uniform at all times.
Keep waiting area reading and educational materials current and orderly.
Keep office plants watered as needed.
Financial Responsibilities
Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
Collect deposits and payments for services at the time they are rendered.
Clients should pay their bill before they leave the hospital.
Follow appropriate protocol for credit applications, promissory notes, and approval by a veterinarian in cases where clients cannot pay their balance at the time of dismissal.
Print receipt and give it to client for each visit.
Balance the cash drawer with the computer summary report accurately.
Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager.
Keep cash/checks, etc. secure at all times.
Current Associate Information If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
Benefits We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!
Equal Opportunity Employer We are proud to be an Equal Opportunity Employer – Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.
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Knowledge, Skills and Abilities
Excellent client service skills.
Excellent phone skills.
Computer skills preferred.
Must be friendly, outgoing, people‑oriented.
Excellent communication skills.
Ability to work in a team‑oriented environment.
Well groomed, organized and detail‑oriented.
Ability to take direction.
Ability to handle money accurately and honestly.
Must possess sound decision‑making skills and multi‑task while working in an environment of stress.
Education and Experience
High School Diploma.
Must have experience working with the public, i.e. restaurant, retail or service business.
Experience in a veterinary hospital or other doctor’s office is a plus.
\h3>
Scheduling appointments.
Effective determination and scheduling of emergencies.
Authority to delay disputed charges until further reviewed by supervisor.
Authority to resolve client service issues within established guidelines.
Physical Requirements
Dependable attendance is required.
Any allergies to animals must be controllable through medication.
Must be willing to work long or irregular hours under pressure conditions.
This position requires the ability to walk, bend, stand and reach constantly during a minimum 8‑hour day.
Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
Duties
Client Service
Agrees to practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties.
Demonstrate excellent relations with clients/pets in waiting and/or exam rooms; ensure that clients and pets feel welcome and comfortable, serve as “Ambassadors” and create and maintain goodwill for the hospital.
Build rapport with clients.
Immediately greet clients and pets by name.
Quickly understand client needs and initiate the process of meeting those needs.
Help new clients completely fill out the registration form and inform them about services offered by the hospital.
When there is a delay (e.g., the doctor is behind schedule), keep clients informed of expected waiting time.
Provide basic education on general animal husbandry and pet care, including: general dietary requirements and feeding schedules, vaccines, dental care instructions, routine laboratory tests (stool exams, heartworm tests, urinalysis, leukemia tests), heartworm preventatives, housebreaking techniques, general flea and tick control.
Generate, present and explain fee estimates for treatment/surgery to clients.
Handle client complaints with concern and diplomacy.
Accurately communicate medical/surgical information to clients.
Send client cards and letters (thank you notes, sympathy cards, welcome cards) as directed by the management team.
Prepare, distribute and explain client education materials.
Answer Telephones and Make Appointments
Exhibit a “come in now” attitude toward clients and patients.
Answer telephone promptly.
Encourage the client to make an appointment if the pet has any problematic condition concerning either the client or you.
Schedule appointments and other patient visits in the appointment book, including re‑check appointments, surgeries, and drop‑offs.
Reschedule any missed appointments.
Understand and use excellent telephone etiquette.
Call clients to confirm appointments, remind them of missed appointments and laboratory results, as well as callbacks for procedures performed.
Refuse to diagnose pet health care problems over the telephone.
Maintain Charts and Computer Records
Keep charts and computer records updated with current client and patient information (address, telephone number, vaccine due dates, other reminders, age, etc.).
Prepare charts for new clients and patients.
Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions.
Handwriting must be neat and legible.
Open an order or start an invoice as each client enters the hospital; recommend any needed services (, etc.).
Calculate client’s invoice and collect payment.
File charts in appropriate areas as needed.
Perform routine computer reports and backups.
Pharmacy and Retail Sales
Understand the benefits of the retail products; be able to promote them to clients.
Products include dietary products, flea products and shampoos.
Fill prescriptions a veterinarian.
Explain prescription directions to clients.
Marketing Implementation
Understand, participate, promote and support planned VCA marketing events and programs.
Present marketing promotions to clients in a professional manner.
Housekeeping/Maintenance
Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all times.
Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat; examine glass doors and windows for smudges and clean when necessary.
Keep the client refreshment area stocked, operational, neat and clear at all times.
Keep the appearance always clean and neat.
Wear a nametag and a clean, pressed uniform at all times.
Keep waiting area reading and educational materials current and orderly.
Keep office plants watered as needed.
Financial Responsibilities
Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
Collect deposits and payments for services at the time they are rendered.
Clients should pay their bill before they leave the hospital.
Follow appropriate protocol for credit applications, promissory notes, and approval by a veterinarian in cases where clients cannot pay their balance at the time of dismissal.
Print receipt and give it to client for each visit.
Balance the cash drawer with the computer summary report accurately.
Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager.
Keep cash/checks, etc. secure at all times.
Current Associate Information If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
Benefits We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!
Equal Opportunity Employer We are proud to be an Equal Opportunity Employer – Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.
#J-18808-Ljbffr