Customer Service Representative
22 hours ago
Mountain View Veterinary Hospital is a growing General Practice in the beautiful city of Lacey, Washington. We are open six days a week and are an AAHA accredited facility. Our team is a compassionate group of veterinary professionals that include 6 General Practice Veterinarians, Licensed Veterinary Technicians, Veterinary Assistants, and Customer Service representatives who work as a cohesive team, providing quality, compassionate care to the surrounding communities because they love what they do and have fun doing it. Our clients are loyal, and we boast a high retention rate in our general practice as well as providing urgent care services, should the need arise. We are a full-service hospital providing in-house diagnostics, digital radiology (including dental), ultrasonography, an onsite pharmacy, cold laser therapy and a state-of-the-art surgical suite. Our lobby provides ample space for our human clients, making them as comfortable as possible during their visit.
About the RoleWe are seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for actively recruiting new clients and promoting hospital services. You will schedule client visits and drive the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. You will ensure good communication with the clients, and coordinate the care of the pets, influencing clients to return and refer their friends and families.
Key Responsibilities- Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
- Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital's services and products to existing and prospective customers
- Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
- Assist incoming clients. Document and enter the pet's history, requested services, and other pertinent information within the practice management software
- Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
- Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient's service needs. Refer the patient to the appropriate veterinary staff as needed
- Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
- Assist outgoing clients by providing all necessary instructions, information, and invoices
- Dispense prescription items per the Veterinarian's instructions and sells retail products
- Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
- Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem
- Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
- Comply with all practice policies, quality assurance guidelines, and minimum standards of care
- Perform other duties and projects as requested
- High School Diploma or GED required
- 1+ years' experience in Veterinary Customer Service REQUIRED
- Competitive salary
- 401K with company match
- Medical/dental/vision insurance
- Life insurance
- Annual uniforms provided
- CE opportunities
- Paid time off
- Personal pet care discounts
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