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Customer Care Specialist

2 months ago

Festus, Missouri, United States Heartland Veterinary Partners LLC Full time
About Heartland Veterinary Partners

At Heartland Veterinary Partners, we are dedicated to providing not only sound guidance but also exceptional veterinary services, ensuring our clients enjoy the companionship of their pets for as long as possible.

We offer a comprehensive range of diagnostic services through in-house testing and partnerships with external laboratories. Our facility is equipped with a well-stocked pharmacy, a surgical suite, advanced X-ray technology, a closely monitored hospitalization area, indoor boarding with outdoor exercise options, and full-service grooming.

We are seeking a new member to enhance our team. The ideal candidate should possess strong communication skills, organizational abilities, and the capacity to multitask in a dynamic environment.

The preferred applicant will have 1-2 years of experience in a reception or customer service position.

Position Details:
This is a part-time role, expected to require 24-27 hours of work each week.

Operating Hours:
Monday-Wednesday 8:00 am-5:00 pm, Thursday 8:00 am-6:00 pm, Friday 8:00 am-4:00 pm

Compensation:
$14-17/hr

Role Overview:
Reporting to the Practice Manager, the Client Service Representative (CSR) is responsible for delivering an outstanding experience to our clients during every interaction.

The CSR engages with clients continuously and performs essential administrative tasks such as maintaining records and tracking appointments.

Responsibilities include managing reception duties (both in-person and via phone), maintaining veterinary medical records, handling accounts, processing payments, and performing data entry and mail services.

The CSR applies practical knowledge of practice operations and services, as well as the fundamental rules and regulations governing client interactions and animal patient care, to ensure every patient receives excellent care and every client enjoys a remarkable experience.

Key Competencies:

  • Patience & Compassion: Maintaining professionalism while ensuring comfort for doctors, team members, clients, and patients in all situations.
  • Collaboration & Teamwork: Effectively coordinating with team members, incorporating feedback, and sharing ideas openly.
  • Effective Communication: Clearly conveying patient visit outcomes to clients and colleagues, utilizing strong written and verbal skills.
  • Active Listening: Attentively following the expressed wishes of clients and team members.
  • Client Satisfaction: Striving to ensure all interactions lead to the highest level of client satisfaction.

Essential Duties:

  • Lead the opening and closing procedures of the practice as directed by the Practice Manager.
  • Ensure cleanliness and organization of public areas, including the front desk, reception, waiting area, and exam rooms.
  • Process various forms of payments, including cash, checks, and credit cards.
  • Schedule appointments in accordance with practice protocols and doctor preferences to ensure smooth operations.
  • Assist in updating client and patient files as necessary.
  • Prepare and send client correspondence and reminders.
  • Conduct timely follow-ups with clients as needed.
  • Perform regular backups of the computer system as instructed.
  • Oversee daily business postings.
  • Welcome clients and patients warmly, ensuring a positive experience during their visit.
  • Answer incoming calls with proper etiquette.
  • Provide clients with medications, instructions, and other necessary materials.
  • Handle emergency situations with care and adherence to established protocols.
  • Address client concerns calmly and effectively, ensuring satisfaction.

Qualifications:

  • High school diploma or equivalent.
  • Previous experience in a veterinary setting is preferred.
  • Familiarity with OSHA safety practices, including the use of proper PPE.

Benefits:

  • Flexible work schedules.
  • Opportunities for career and professional development.
  • Discounts on personal pet care.
  • Allowance for scrubs.