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Customer Relations Specialist

2 months ago

Ithaca, New York, United States Cornell University Full time

The Cornell University College of Veterinary Medicine (CVM) is in search of a Client Services Representative to enhance the operations at the Cornell University Hospital for Animals (CUHA). The ideal candidate should possess a genuine passion for both people and animals, along with exceptional communication abilities, strong organizational skills, and a proactive approach to problem-solving.

Key Responsibilities:

  • Welcome clients and visitors in a timely and courteous manner, collect and input patient/client details, manage a multi-line phone system, and inform clinical services of client arrivals.
  • Review the daily schedule and ensure all information is complete and accurate.
  • Understand and explain CUHA policies and procedures as necessary.
  • Prepare and verify invoices, process payments, 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.
  • Schedule follow-up appointments for services prior to patient discharge.
  • Maintain composure during emergency situations; respond effectively to various personalities and recognize when clients are in distress, demonstrating 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.
  • Outstanding customer service skills.
  • Proficient in both written and verbal communication.
  • Ability to remain calm during emergencies.
  • Strong problem-solving skills in a fast-paced environment while maintaining a positive attitude.
  • Attention to detail and accuracy in financial calculations.
  • Competence in a busy hospital setting, exercising sound judgment in emergencies.
  • Basic computer skills, including familiarity with Microsoft Office and the ability to learn new software.
Preferred Qualifications:
  • Experience in a medical or veterinary office.
  • Knowledge of medical terminology, veterinary practices, medical records, and billing systems.
  • Experience in a high-volume call center managing multiple lines.
  • Acknowledgments for exceptional client service.
  • Certifications in leadership or client service.
Important Position Details:
  • This role is onsite.
  • Visa sponsorship is not available for this position.
  • Relocation assistance is not provided.

Regular business hours are from 7:30 AM to 4:00 PM, with flexibility required for early mornings, evenings, weekends, and holidays as needed.

What We Offer:
Cornell University is recognized nationally for its commitment to health, wellbeing, sustainability, and diversity initiatives, offering excellent benefits, including:

  • Three weeks of paid vacation.
  • Thirteen additional holiday days with generous pay for those who work on holidays.
  • A comprehensive benefits program, including health care options, wellness programs, employee discounts, retirement contributions, and educational benefits.

All employees are expected to meet Cornell University's Staff Skills for Success, which are vital for both individual and organizational achievement.

Who We Are:
The CUHA provides round-the-clock care for pets throughout the year. Flexibility in scheduling is essential to ensure uninterrupted patient care and service. If business needs change, the position may be realigned to a different shift or schedule.