Customer Service Representative

2 weeks ago

Scottsdale, United States NVA Full time
General information

City: Scottsdale

State: Arizona

Hospital Name: Pima North Animal Hospital

Job Type: Support Staff

Description & Requirements

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Additional hospital benefits are provided including potential for continuing education opportunities, uniform allowance, and employee discounts on products and services.

Job description:

Pima North Animal Hospital is seeking an experienced full-time Client Services Representative (CSR) to join our team

Pima North Animal Hospital is a veterinary hospital providing medical, surgical and dental care as well as grooming and boarding for cats and dogs. We proudly achieved and have maintained AAHA Accreditation and Feline Friendly status.

We are very proud of our culture - everyone works hard for each other and we foster positivity. If you are outgoing, love working with animals and educating their owners, apply today - we are worth the drive

Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Background and drug screening required.

Job Type:

• Full-time

Supplemental pay types:

• Bonus pay

Job Summary:

The ideal Client Service Representative is outgoing, enthusiastic, compassionate and not afraid to get dirty. You will use your communication skills, problem solving skills and be a passionate patient advocate. You will be responsible for excellent patient care, empathy, client education, and maintaining hospital cleanliness. You will need to be professional, trustworthy, punctual, and love smiling.

Experience in a fast-paced client service setting required. Must have: Excellent communication skills, interpersonal skills including working in a team environment, handling difficult situations including emergencies, proficient computer skills (Microsoft Office and AVImark experience preferred), and strong organizational skills with ability to multi-task and still attend to details, and payment handling and basic finance skills.

This is a full time position; scheduled days and hours may vary based on hospital need. Weekend work is possible. This position may require standing for long periods of time and some heavy lifting may be involved.

The Client Service Representative reports to the Hospital Manager and in his/her absence, the Managing doctor.

Schedule:
  • 8-10 hour shifts
  • Monday to Friday
  • Saturday shifts (7 a.m. - 1 p.m.) on a rotational basis

Ability to commute/relocate:
  • Scottsdale, AZ 85255: Reliably commute or planning to relocate before starting work (Required)

Job Duties and Responsibilities:

The Client Service Representative is responsible for providing exceptional client service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. More specifically, the Client Service Representative is responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. The position requires a practical knowledge of the clinic's procedures and policies.

The Client Service Representative is expected to perform the office duties related to patient care and treatment and to assist the Hospital Manager and doctors as needed. Tasks outlined are not all-inclusive of job duties and responsibilities.

Client Services:

• Maintain a professional appearance and calm demeanor with all clients and team members

• Answer client questions clearly and accurately

• Check pets in for services and check pets out when completed

• Schedules client appointments and addresses client questions including calling clients back

• Demonstrates empathy for clients' companion animals

• Conducts all aspects of client interaction, including but not limited to inbound and outbound communication (phone and email), scheduling appointments, invoice completion, collecting payment for services, educating clients about products and services, and over the counter sales of merchandise

Operational:

• Ensures the front lobby is clean and tidy, maintaining a professional appearance at all times

• Maximizes schedule based on Doctor and time needed for an appointment

• Makes overdue reminder calls to clients

• Prepares and handles all client forms including education brochures

Financial:

• Provides cost estimates and prepares client invoices

• Enters charges accurately into the computer using appropriate codes and take client payments

• Closes out and records credit card receipts daily

• Balances out cash drawer at completion of day's business

Medical:

• Knowledge of medical terms and pharmaceutical names preferred, but not required

• Knowledge of patient (pet) breeds and temperaments

• Assists technicians in filling prescriptions with appropriate medication, by providing routine instructions to owners on the proper administration of the medication

• Conveys the clinic message related to Quality Patient Care and helps educate the client with non-medical patient care

Qualifications:

Knowledge:

• Telephone etiquette and client service excellence

• Basic veterinary medical knowledge, including products and services, is desired

• English language and written skills required

• Familiar with the use of policies, reports, and form completion

• Microsoft Office and AVImark experience preferred

Skills:

• Excellent telephone skills

• Excellent oral and written communication skills

• Interpersonal skills including working in a team environment

• Handling difficult situations including emergencies

• Proficient computer skills (Microsoft Office, E-mail, and AVImark experience preferred)

• Strong organizational skills with ability to multi-task and still attend to details

• Typing skills (accuracy)

• Payment handling and basic finance skills

Abilities:

• Professional and courteous

• Flexible

• Willingness to learn

• Ability to remain calm under pressure

• Attention to detail

• Time management

• Works well in team and fast-paced environment

• Adherence to procedures and protocols

• Takes initiative

Education:

• High school degree or equivalent

• Bachelor's degree a plus

Experience:

• Prior client service experience in related area preferred

Work Location:

• In person

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

NVA/Ethos offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process.

NVA/Ethos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

Hiring Manager Lorenz, SarahLearn More

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