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Veterinary Client Relations Specialist

2 months ago

Gig Harbor, Washington, United States Uptown Animal Hospital Full time
Job Overview

Uptown Animal Hospital is a thriving General Practice and Urgent Care Hybrid facility dedicated to providing exceptional veterinary services. Our team consists of passionate veterinary professionals, including Urgent Care and General Practice veterinarians, Licensed Veterinary Technicians, Veterinary Assistants, Kennel Assistants, and Customer Service Representatives, all working collaboratively to deliver quality care to our community.

As a full-service hospital, we offer in-house diagnostics, digital radiology (including dental), ultrasonography, an onsite pharmacy, and a state-of-the-art surgical suite. We prioritize the comfort of our clients and their pets, featuring a feline-only waiting area and exam room to reduce stress for our feline patients.

We are proud to provide a rewarding workplace with a comprehensive benefits package, including 401K with company match, medical/dental/vision insurance, life insurance, annual uniforms, competitive salary, continuing education opportunities, paid time off, and personal pet care discounts.

POSITION SUMMARY: The Customer Service Representative (CSR) plays a crucial role in attracting new clients and promoting our hospital's services. This position is responsible for scheduling client visits and facilitating the flow of clients and pets through the hospital, ensuring effective communication and coordination of care.

KEY RESPONSIBILITIES:

  • Promote a culture based on our core values: Respect, Learning, Integrity, Exceptional Service, and Enjoyment.
  • Maintain comprehensive knowledge of hospital services to effectively communicate and promote them to clients.
  • Welcome clients and their pets, ensuring a comfortable environment while educating them on preventative care and health needs.
  • Assist incoming clients by documenting and entering pet histories and requested services into our management software.
  • Manage the flow of clients and pets to ensure optimal care and productivity for the veterinary team.
  • Address basic inquiries from clients via phone and in person, triaging service needs and referring to appropriate veterinary staff.
  • Schedule appointments and follow-up exams, collaborating with veterinarians to optimize scheduling.
  • Provide outgoing clients with necessary instructions, information, and invoices.
  • Dispense prescription items as directed by veterinarians and sell retail products.
  • Handle cash management, including processing payments and reconciling the cash drawer daily.
  • Respond to customer complaints professionally and courteously, working to resolve issues effectively.
  • Foster a collaborative practice environment that promotes teamwork and quality care.
  • Adhere to all practice policies, quality assurance guidelines, and minimum care standards.
  • Perform additional duties and projects as assigned.

QUALIFICATIONS:

Education: High School Diploma or GED required.

Experience: Minimum of 1 year in Veterinary Customer Service is required.

Skills and Abilities:

  • Strong customer service skills and ability to engage effectively with clients.
  • Basic understanding of medical terminology.
  • Proficiency in various computer applications, including Microsoft Office Suite.
  • Excellent written, verbal, and active listening communication skills.
  • Strong interpersonal skills and ability to handle sensitive situations with tact and diplomacy.
  • Ability to prioritize tasks and manage multiple responsibilities simultaneously.
  • Exceptional organizational and time management skills.
  • Attention to detail and a high level of accuracy in all tasks.

PHYSICAL REQUIREMENTS:
This position requires regular communication and interaction with clients. The team member must frequently use a computer for extended periods. Specific vision abilities are necessary, including close vision. The role involves walking and/or standing for long periods, bending, reaching, grasping, and repetitive motions. Exposure to disinfectants, pet dander, and excretions may occur. The position may involve moderate noise levels and requires the ability to lift up to 30 lbs unassisted and 50 lbs with assistance. Flexibility in scheduling, including evenings and weekends, is required.

BENEFITS:

  • 401K
  • Health Insurance
  • Dental/Vision Insurance
  • Paid Time Off
  • Employee Assistance Program
  • Professional Development Assistance
  • Employee Discounts