Customer Service Representative

1 week ago

Roseville, United States NVA Full time
Customer Service Representative

Job Description

Job Summary

Customer Services Representatives (CSRs) provide the first and last impression of each client's visit to our hospital. CSRs are responsible for client care and communication, and providing excellent client service at all times. CSRs perform clerical duties related to veterinary care and treatment, process invoices and payments, direct incoming phone calls, and provide miscellaneous support to the veterinary team.

Specific Duties

1. Maintaining a professional, cheerful, and helpful attitude when interacting with clients.

2. Answer incoming telephone calls using proper telephone etiquette as defined in the CSR manual, direct calls to other team members as necessary, and take care of routine calls, such as scheduling appointments.

3. Contact clients to confirm appointments, providing clients with any information or instructions they will need prior to their appointment.

4. Welcome clients and patients to the hospital, check in patients using process defined in CSR manual, and provide for client and patient comfort while in the reception area. Monitor the length of time clients are waiting, and appropriate handle situations where there is an extended wait.

5. Use veterinary management software to schedule appointments. Schedule appointments in accordance with hospital guidelines according to the type of visit.

6. Use computer system to accurately enter and retrieve records and reports, enter fees and charges, and maintain the database. Generate call back reports, appointment lists, and other reports using computer system as directed.

7. Exercise a technical knowledge of heartworm, flea, and parasite prevention products. Explain and demonstrate products, answer questions concerning products.

8. Prepare client records according to established protocols in advance of clients' arrival. Complete required forms, such as new patient form, check in sheet, and obtain all necessary information.

Obtain vaccination histories for each patient. Recognize and note any vaccinations due for patient.

9. Accept payments from clients. Accurately process cash, checks, and charge card payments. Know and follow Pender payment policies.

10. Assist other team members in keeping public areas clean and odor-free.

Minimum Qualifications

Ability to: Demonstrate knowledge of general office practices and procedures, receptionist and telephone techniques;

Perform clerical work with speed and accuracy, use a multiple line telephone system,

handle cash and other forms of payment,

Learn basic veterinary terminology;

Communicate in a clear, concise, understandable manner;

Basic computer skills, including ability to learn veterinary management software.

Physical Requirements

The Client Service Representative will be required to stand for long periods. The Client Service Representative must be able to lift up to 40lbs unassisted.

Controls Over Work

The Client Service Representative works under the supervision of the CSR Manager; however, they will also receive direction from veterinarians, the Medical Director, and other managers on a daily basis.

Prefer 1 year customer service experiance.
  • The base hourly range for this position is $18.50 - $21.00. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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

At NVA, we're on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

NVA 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. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA 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.

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