Customer Service Representative
Ethos Veterinary Health, Wichita, Kansas, United States, 67232
Veterinary Emergency and Specialty Hospital of Wichita seeks a part-time customer service representative to join our team. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge.
Shift
Wed; 4pm - 10pm
Thurs; 5pm - 10pm
Sat; 10am - 4pm
Ideal Candidate : The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.
Job Purpose The purpose of the client services representative role is to provide outstanding client services within our veterinary hospital environment consistently. In addition, the CSR functions as an integral team member within the hospital team to support the doctors and the support staff.
Duties & Responsibilities (included but not limited to) Client Services :
Responds professionally to clients’ requests for assistance in a wide variety of areas. Examples include but are not limited to the following:
Emergency arrivals
Appointment Scheduling
Message taking directed to doctors, technicians/vet assistants, and management
Facilitates communications to and from clients as necessary and directed
Greets clients/patients upon arrival for a variety of services
Check in patients for scheduled services
Confirm reason for visit, update client/patient information/rDVM information
Concludes client/patient visit with check out, schedules follow-up appointments or procedures if necessary, accepts and processes payment
Always places the client at the center of attention to ensure a positive client experience
Provides general and specific information as necessary and appropriate to clients
Remains poised and professional with challenging clients or circumstances
Demonstrates compassion and empathy during sensitive client interactions
Medical Records
Is fluent in medical record systems, including paper records and electronic records
Manages medical documents/electronic medical records and incoming/outgoing information
Prepares client/patient record, including attaching all rDVM records for scheduled appointments and procedures
As requested, faxes, copies, and/or emails of medical records to clients, RDVMs, or other veterinary hospitals are on time.
Communications
Conveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audience
Communications are thorough, efficient, and accurate at all times
Communications are appropriately and consistently documented according to hospital procedures
Communications are delivered efficiently to the accurate recipient
Medical Information & Knowledge
Achieves and sustains an appropriate level of knowledge to be informed, confident, and helpful to clients
Actively grows knowledge related to hospital services, medication,s and policies
Delivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of care
Office Practices
Functions at a highly skilled level related to standard office practices, including but not limited to the following:
Prompt and reliable attendance
Friendly, compassionate, empathic, and professional mannerism
Professional attire and presence following hospital policies
Competent in computer data entry, multi-line telephone functions, faxing, and copier functions
Competent in utilizing ezyVet and Smartflow hospital operating systems
Teamwork Teamwork: defined as “Cooperative effort by the members of a group to achieve a common goal and/or outcome.”
Participates positively in all group sizes.
Refrain from participating in gossip.
Supports team members by assisting other areas, is receptive to feedback and suggestions.
Engages in active problem-solving vs. problem-identifying.
Makes suggestions related to client/patient service improvements and hospital efficiency.
Equipment
Standard veterinary hospital office equipment – multi-line phone system, fax machine, copier, credit card machines, and computers
EzyVet and Smartflow computer software and system
Knowledge/Skills
Outstanding client service skills
Solid working knowledge of veterinary hospital practice, including terminology
Ability to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workers
Able to follow multiple, concurrent instructions
Strong computer skills
Strong ability to multitask, exhibit attention to detail, and focus on tasks
Solid working knowledge of dog and cat breeds, normal behavior, and basic husbandry
Physical
Able to stand, sit, or bend for extended periods
Able to type, write, and verbally converse for extended periods
Able to work the posted schedule
Able to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessary
Able to lift and/or carry up to 30 lbs
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Shift
Wed; 4pm - 10pm
Thurs; 5pm - 10pm
Sat; 10am - 4pm
Ideal Candidate : The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.
Job Purpose The purpose of the client services representative role is to provide outstanding client services within our veterinary hospital environment consistently. In addition, the CSR functions as an integral team member within the hospital team to support the doctors and the support staff.
Duties & Responsibilities (included but not limited to) Client Services :
Responds professionally to clients’ requests for assistance in a wide variety of areas. Examples include but are not limited to the following:
Emergency arrivals
Appointment Scheduling
Message taking directed to doctors, technicians/vet assistants, and management
Facilitates communications to and from clients as necessary and directed
Greets clients/patients upon arrival for a variety of services
Check in patients for scheduled services
Confirm reason for visit, update client/patient information/rDVM information
Concludes client/patient visit with check out, schedules follow-up appointments or procedures if necessary, accepts and processes payment
Always places the client at the center of attention to ensure a positive client experience
Provides general and specific information as necessary and appropriate to clients
Remains poised and professional with challenging clients or circumstances
Demonstrates compassion and empathy during sensitive client interactions
Medical Records
Is fluent in medical record systems, including paper records and electronic records
Manages medical documents/electronic medical records and incoming/outgoing information
Prepares client/patient record, including attaching all rDVM records for scheduled appointments and procedures
As requested, faxes, copies, and/or emails of medical records to clients, RDVMs, or other veterinary hospitals are on time.
Communications
Conveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audience
Communications are thorough, efficient, and accurate at all times
Communications are appropriately and consistently documented according to hospital procedures
Communications are delivered efficiently to the accurate recipient
Medical Information & Knowledge
Achieves and sustains an appropriate level of knowledge to be informed, confident, and helpful to clients
Actively grows knowledge related to hospital services, medication,s and policies
Delivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of care
Office Practices
Functions at a highly skilled level related to standard office practices, including but not limited to the following:
Prompt and reliable attendance
Friendly, compassionate, empathic, and professional mannerism
Professional attire and presence following hospital policies
Competent in computer data entry, multi-line telephone functions, faxing, and copier functions
Competent in utilizing ezyVet and Smartflow hospital operating systems
Teamwork Teamwork: defined as “Cooperative effort by the members of a group to achieve a common goal and/or outcome.”
Participates positively in all group sizes.
Refrain from participating in gossip.
Supports team members by assisting other areas, is receptive to feedback and suggestions.
Engages in active problem-solving vs. problem-identifying.
Makes suggestions related to client/patient service improvements and hospital efficiency.
Equipment
Standard veterinary hospital office equipment – multi-line phone system, fax machine, copier, credit card machines, and computers
EzyVet and Smartflow computer software and system
Knowledge/Skills
Outstanding client service skills
Solid working knowledge of veterinary hospital practice, including terminology
Ability to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workers
Able to follow multiple, concurrent instructions
Strong computer skills
Strong ability to multitask, exhibit attention to detail, and focus on tasks
Solid working knowledge of dog and cat breeds, normal behavior, and basic husbandry
Physical
Able to stand, sit, or bend for extended periods
Able to type, write, and verbally converse for extended periods
Able to work the posted schedule
Able to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessary
Able to lift and/or carry up to 30 lbs
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