Customer Relations Specialist

1 week ago

Ithaca, New York, United States Cornell University Full time

The Cornell University College of Veterinary Medicine (CVM) is seeking a dedicated Client Services Representative to enhance the operations at the Cornell University Hospital for Animals (CUHA). The ideal candidate should have a genuine passion for both people and animals, possess outstanding communication abilities, and demonstrate exceptional organizational skills. A proactive approach to problem-solving, active listening capabilities, and the confidence to manage customer interactions effectively are essential. Building strong relationships, maintaining a professional demeanor, and showcasing excellent interpersonal skills are also crucial for success in this role.

Key Responsibilities:

  • Welcome clients and visitors with professionalism, collect and input patient/client data, manage a multi-line phone system, and inform clinical services of client arrivals.
  • Review and update the daily schedule, ensuring all information is complete and accurate.
  • Understand and articulate CUHA policies and procedures, providing clarification as necessary.
  • Prepare and review invoices, process payments, issue refunds, and manage deposits for hospitalized patients.
  • Ensure that home instructions are sent to referring veterinarians and maintain a balanced cash drawer, with a focus on cash control and minimizing loss exposure.
  • Schedule follow-up appointments for services prior to patient discharge.
  • Maintain composure during emergencies, effectively responding to various personalities and recognizing when clients are in distress, demonstrating genuine empathy and compassion both in-person and over the phone.
Required Qualifications:
  • High School diploma or Associate degree in a relevant field, along with 2-4 years of customer service experience.
  • Exceptional customer service skills.
  • Strong written and verbal communication abilities.
  • Ability to remain calm in high-pressure situations.
  • Capability to prioritize tasks and solve problems in a fast-paced environment while maintaining a positive attitude.
  • Attention to detail and accuracy in financial calculations.
  • Proficiency in basic computer skills, including familiarity with Microsoft Office and the ability to learn new software.
Preferred Qualifications:
  • Experience in a medical or veterinary setting.
  • Knowledge of medical terminology and veterinary practices.
  • Experience in a high-volume call center managing multiple lines.
  • Acknowledgment through Client Service Awards or similar recognitions.
  • Certifications in client service or leadership development.
Position Details:
  • This position is located onsite.
  • Visa sponsorship is not available for this role.
  • Relocation assistance is not provided.

The standard business hours are from early morning to late afternoon, with flexibility required to meet the needs of the organization, including potential early mornings, evenings, weekends, and holidays.

Benefits:
Cornell University offers a comprehensive benefits package, recognized nationally for its commitment to employee health, well-being, sustainability, and diversity initiatives. Benefits include:

  • Three weeks of paid vacation.
  • Thirteen additional holidays with generous pay for working on those days.
  • A robust employer-sponsored benefits program, including comprehensive healthcare options and wellness programs.
  • Employee discounts with various retail brands.
  • Generous retirement contributions.
  • Impressive educational benefits, including tuition-free programs and assistance for external education.

Employees are expected to embody the Cornell University Staff Skills for Success, which are essential for both individual and organizational achievement.

About Cornell University:
The CUHA provides round-the-clock care for pets throughout the year. Flexibility in scheduling is necessary to ensure uninterrupted patient care and service. If business needs evolve, the position may require realignment within the CUHA to accommodate different shifts or schedules. The Client Service Representative role is part of the overall client service holiday rotation.

Cornell University values diversity and encourages candidates from all backgrounds to apply.

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