Customer Service Representative
3 days ago
About Animal Clinic of Oxford
">We are a leading animal care facility dedicated to providing top-notch services to our furry friends and their owners. Our team is passionate about delivering exceptional customer service, ensuring every interaction is positive and memorable.
Job Summary:
The Lead Customer Service Representative plays a vital role in creating first impressions and lasting relationships with clients. This individual must possess excellent communication skills, be able to multitask, and have a friendly attitude to handle stressful situations.
Responsibilities:
- Maintain and uphold the core values and mission statement of Animal Clinic of Oxford.
- Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
- Answer phones promptly and professionally using a multi-line phone system; answer client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
- Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
- Schedule appointments and surgeries according to hospital scheduling guidelines and make surgery and appointment confirmation calls.
- Note in medical records the details discussed during client conversations, including the date, time, key points of the discussion, and any required information.
- Train new employees using level training method.
- Foster collaborative relationships with other team members and departments.
- Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.
- Collect payment when services are rendered, including making change for cash payments, processing credit cards, and getting proper ID for checks.
- Verify the eligibility of clients with charge accounts.
- Balance the cash drawer at the end of each day.
- Check medical and computer records for accurate client addresses, phone numbers, email addresses, and scan appropriate new documents to patients' medical records.
- Fill prescriptions refill forms and provide routine administrations instructions to clients.
- Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.
Qualifications:
- High school diploma or equivalent.
- Prior experience in customer service/reception in the veterinary field required.
- Demonstrated commitment to Animal Clinic of Oxford's core values.
- Computer knowledge required - keyboarding and use of communication tools (email/internet).
- Working knowledge of veterinary terminology - must be able to pronounce, spell, and know the meaning.
- Must have excellent spelling and grammar.
- Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises, and animal excrement.
- Ability to display tact and respect with clients and team members, even when busy or hectic.
- Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
- Must feel and express a genuine liking for animals and their owners and for working in an animal care field.
What We Offer:
- A dynamic and supportive team environment where collaboration and compassion are valued.
- Opportunities for growth and advancement within our rapidly expanding practice.
- Get the work-life balance you deserve with a great schedule.
- Competitive compensation and benefits package, including medical, dental, and vision coverage.
- 401K plan with company match.
Salary Range: $15.00-$20.00 per hour (based on experience)
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