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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 expert advice but also exceptional veterinary services, ensuring our clients enjoy their beloved pets for as long as possible.

We offer a comprehensive range of diagnostic services through our in-house facilities and collaborate with external laboratories for specialized testing. Our practice works closely with local veterinary clinics when advanced diagnostic procedures are necessary.

The facility is equipped with a fully stocked pharmacy, an in-house surgical suite, cutting-edge X-ray technology, a closely monitored hospitalization area, indoor boarding facilities with outdoor play areas, and complete grooming services.

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

The preferred candidate should 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 per 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

Position Purpose

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 administrative tasks such as maintaining records and managing appointment schedules.

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

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


Core Competencies for Client Service Representatives
Patience & Compassion:

Maintaining professionalism while ensuring that doctors, colleagues, clients, and patients feel comfortable, regardless of the circumstances.


Collaboration & Teamwork:

Coordinating effectively with team members, integrating feedback swiftly to achieve positive outcomes, and being receptive to others' ideas.


Effective Communication:

Clearly conveying patient visit outcomes to clients and colleagues to facilitate successful client care, utilizing excellent written and verbal communication skills.


Active Listening:

Adhering to the expressed preferences of clients and team members.


Client Satisfaction:

Ensuring that all interactions and activities result in the highest level of client satisfaction.


Key Responsibilities

Lead the opening and closing procedures of the practice as directed by the Practice Manager.

Ensure that all public areas are clean and welcoming for clients and patients, including the front desk, reception area, waiting room, office, and examination rooms.

Process various forms of payment including cash, checks, and credit card transactions.

Schedule appointments in accordance with practice protocols and doctor preferences to ensure efficient workflow.

Assist in updating client and patient records as necessary.

Prepare and send correspondence to clients.

Send reminders to clients for upcoming appointments and conduct follow-up calls 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 telephone etiquette.

Provide clients with medications, instructions, new client kits, and other take-home items.

Handle emergency situations with care and adherence to established clinic policies.

Address client concerns calmly and appropriately, ensuring that every interaction concludes satisfactorily.


Qualifications

High school diploma or equivalent.

Previous experience in a veterinary setting is preferred.

Familiarity with OSHA safety practices, including the use of appropriate personal protective equipment.


Benefits Offered

Flexible work schedules.

Opportunities for career and professional development.

Discounts on personal pet care.

Allowance for scrubs.