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Customer Service Representative

2 months ago

Woodland Hills, United States Amerivet Services LLC Full time

Primary Responsibilities

Telephone Communication

Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.

Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.

Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.

Uses active listening skills to obtain all necessary medical and personal information from the client.

Discern any potential client problems, complaints, or questions and handles them appropriately.

Relays medical instructions; itemizes the client's statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.

Communicates with clients as needed regarding invoices and the medical status of their pets.

Makes calls to clients on a timely basis from a call-back list.

Provides clients with any information or instructions they will need before their appointments.

Contacts clients to schedule discharge appointments and recheck appointments and confirm appointments and pre-surgical instructions.

Maintains knowledge of current wellness-care standards and common medical problems.

Maintains current client contact information.

At AmeriVet, your well-being, your loved ones, and your future are our top priorities. This commitment is reflected in the comprehensive range of benefits we offer, including:

Comprehensive medical, dental, and vision insurance
401(k) matching
Generous holidays and paid time off
Career development programs
Robust health and wellness initiatives
Employee referral bonus programs and much more

AmeriVet takes pride in embracing the uniqueness and diversity that every team member, pet owner, and pet brings to our community. Our unwavering dedication revolves around nurturing a culture of diversity, equity, and inclusion, where each team member not only feels a strong sense of belonging, but is also empowered to thrive.