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Client Service Representative

2 months ago

Knoxville, United States Animal Emergency & Specialty Center - Knoxville Full time
Job DescriptionJob DescriptionDescriptionAnimal Emergency and Specialty Center of Knoxville is a premier facility providing high-quality emergency and specialty veterinary care. Our dedicated team is committed to ensuring the best possible outcomes for every patient. We are seeking an experienced Second Shift/Evening Client Service Representative to join our team, providing exceptional client support and ensuring smooth operations during evening hours and rotating weekends.

As a Second Shift/Evening Client Service Representative, you will be a key point of contact for clients during evening shifts and occasionally on weekends. This role demands a compassionate and detail-oriented individual with prior veterinary client service experience to manage client interactions, handle point-of-sale transactions, and support client education effectively. Your role will be critical in ensuring a seamless and supportive experience for clients and their pets during non-daytime hours.
Key ResponsibilitiesClient Interaction and Engagement: 
  • Serve as the primary contact for clients during the evening, addressing inquiries and concerns with empathy and professionalism. 
  • Manage client check-ins and check-outs efficiently, ensuring a smooth and positive experience. 
  • Provide timely updates to clients regarding their pets’ status and treatment plans. 
Point of Sale and Financial Transactions: 
  • Process point-of-sale transactions accurately, including billing, payment collection, and handling of financial records. 
  • Verify insurance information and assist clients with insurance claims or payment plans as needed. 
  • Ensure accuracy in all financial transactions and maintain proper documentation. 
  • Client Education and Support: Educate clients on emergency procedures, treatment plans, and post-care instructions clearly and compassionately. 
  • Provide guidance on the use of medications, follow-up appointments, and preventive care, ensuring clients understand and adhere to recommendations. 
  • Address and resolve client concerns or complaints promptly, escalating issues to management as necessary. 
Operational Duties: 
  • Maintain a clean and organized reception area, ensuring that all paperwork and client information are handled with confidentiality and accuracy. 
  • Assist with the preparation and maintenance of medical records, ensuring that all client interactions are accurately documented. 
  • Coordinate with veterinary staff to ensure timely and efficient patient care and communication. 
Emergency and Specialty Care Coordination: 
  • Facilitate communication between clients and veterinary staff during emergencies, ensuring that all necessary information is relayed promptly and accurately. 
  • Assist in coordinating specialty consultations and referrals, providing clients with the necessary information and support. 

Skills, Knowledge & Expertise to be Successful Experience: 
  • Minimum of one years experience in a veterinary client service position, with a strong emphasis on emergency and specialty care settings preferred. 
  • Proven track record of delivering exceptional client service and effective communication. Skills and Competencies: 
  • Excellent interpersonal skills with the ability to handle stressful situations calmly and professionally. 
  • Proficiency in point-of-sale systems and financial transactions. Strong organizational skills with meticulous attention to detail and accuracy. 
  • Ability to multitask and manage time effectively in a fast-paced environment. 
Education and Certification: 
  • High school diploma or equivalent required. 
  • Associate’s degree or higher in a related field is a plus. 
Personal Attributes: 
  • Compassionate and client-focused with a genuine passion for animal care. 
  • Ability to work independently and collaboratively, especially during evening shifts and rotating weekends. 
  • Flexibility to handle a variety of tasks and adapt to changing priorities. 

Schedule: Second shift/evening hours, with rotating weekend shifts as needed. Flexibility in scheduling is required
Job Benefits
  • Competitive hourly wage, based on experience and work performance.
  • Opportunities for professional development and continuing education. 
  • Employee discounts on veterinary services and products. 
  • Supportive work environment with a focus on work-life balance.
  • Health insurance, including dental and vision, accidental injury, and life insurance coverage.
  • Retire Plan options and potential for employer match on 401k