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Veterinary Customer Service Representative

2 months ago

Pittsburgh, United States Pittsburgh Veterinary Cardiology Full time
Job DescriptionJob Description

We are a small, privately owned, cardiology practice looking for a customer-oriented service representative to join our amazing team. As a customer service representative, or CSR, you are the first person to welcome clients to our practice and assist them in navigating the sometimes scary waters of diagnosed heart disease in their beloved pet. A CSR will act as a liaison, provide pertinent information and resolve any emerging problems that our clients might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers and their beloved pets. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their client’ shoes and advocate for them when necessary. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to client inquiries and maintain high customer satisfaction.

Responsibilities

  • Manage phone, fax and email communications
  • Serve as a liaison between clients, referring veterinarians, doctors and coworkers
  • Medical records administration
  • Build sustainable relationships and trust with clients and referring veterinarians through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Follow communication and documentation procedures, guidelines and policies
  • Accepting and recording of payments
  • Take the extra mile to ensure the client is satisfied

Skills

  • Proven customer support experience or experience as a client service representative
  • Strong attention to detail
  • Strong phone contact handling skills and active listening
  • Familiarity with veterinary practice software (ezyVet)
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school degree required