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Client Relations Specialist

2 months ago

Pulaski, Virginia, United States Tipton Ridge Veterinary Medical center Full time
Position Overview

The primary objective of the Client Relations Specialist is to oversee, implement, and assess all facets of client interaction and satisfaction. This role requires the ability to listen to both team members and clients with an open mind, communicate effectively, and maintain a high level of organization.

Key Responsibilities

Client Service Coordinator

  • Welcome clients entering the facility in a timely and professional manner.
  • Maintain a polished and professional appearance at all times.
  • Answer incoming calls with professionalism and efficiency.
  • Process requests for prescriptions and food promptly and accurately.
  • Schedule appointments, surgeries, and boarding services with precision.
  • Ensure clients receive exceptional care from the moment they initiate contact until their departure.
  • Offer assistance to clients with their pets and purchases as needed.
  • Actively engage with clients to foster a strong relationship with them and their pets.
  • Oversee the opening procedures in accordance with established protocols.
  • Maintain a clean and welcoming lobby area during operational hours.
  • Complete end-of-day tasks to ensure readiness for the following day.
  • Accurately enter new client information into the management system.
  • Organize and update client records in accordance with established guidelines.
  • Handle incoming communications efficiently.
  • Manage the admission and discharge processes for grooming and boarding appointments.
  • Ensure clients receive all necessary information and medications upon discharge.
  • Facilitate accurate and efficient client check-out processes.
  • Conduct end-of-day financial procedures accurately.

Client Service Lead

  • Assist in the recruitment, interviewing, onboarding, and training of new team members.
  • Collaborate with veterinarians and support staff to enhance patient care and client services.
  • Participate in and help organize monthly departmental meetings.
  • Address client concerns regarding service and care promptly and effectively.
  • Identify opportunities to optimize the use of management software for improved efficiency.
  • Communicate with software support as needed to resolve issues affecting service delivery.
  • Generate and ensure the completion of client follow-up reports.
  • Oversee the completion of daily, weekly, and monthly departmental tasks.
  • Ensure timely bank deposits in coordination with the department supervisor.
  • Monitor adherence to protocols among service coordinator staff.
  • Report any employee, patient, or client issues to the department supervisor.
  • Safeguard access to financial records and cash handling procedures.
  • Manage accounts receivable processes and client statements.
  • Assist in organizing and conducting monthly team meetings.
  • Coordinate monthly scheduling for the client service team.

Client Support Services

  • Process all incoming requests for pet memorial services and related items.
  • Communicate with clients regarding the status of memorial services and ensure accurate documentation.
  • Ensure proper billing for all related services.
  • Order necessary supplies as required.

Financial Management

  • Investigate and resolve client account discrepancies.
  • Monitor accounts for overdue payments and follow up as necessary.
  • Prepare invoices and monthly statements, ensuring accuracy.
  • Review open accounts regularly to identify any missed billing opportunities.
  • Process payments and manage payment agreements.
  • Maintain confidentiality and security of financial records.
  • Perform additional accounting duties as assigned.