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Veterinary Client Relations Specialist

2 months ago

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

Uptown Animal Hospital is a thriving General Practice and Urgent Care Hybrid facility dedicated to providing exceptional veterinary services. Our team comprises 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.

We pride ourselves on our loyal clientele and high retention rates, offering a comprehensive range of services, including in-house diagnostics, digital radiology, ultrasonography, an onsite pharmacy, and a state-of-the-art surgical suite. Our facility features a feline-only waiting area and exam room to minimize stress for our feline patients, along with a spacious lobby designed for the comfort of our human clients.

Role Summary: The Customer Service Representative (CSR) plays a crucial role in attracting new clients and promoting our hospital's services. This position involves scheduling client visits and managing the flow of clients and pets to enhance the productivity of our veterinary team. Effective communication with clients and coordination of pet care are essential to encourage repeat visits and referrals.

Key Responsibilities:

  • Promote a culture of our core values: Respect, Learning, Integrity, Exceptional Service, and Enjoyment.
  • Maintain comprehensive knowledge of hospital services to effectively promote offerings to current and prospective clients.
  • Greet clients and their pets, ensuring a welcoming atmosphere and providing education on preventative care and pet health.
  • Assist new clients by documenting pet histories and requested services in our practice management software.
  • Direct clients and pets efficiently to ensure outstanding service and optimal productivity of the veterinary team.
  • Address basic inquiries from clients both over the phone and in person, triaging to determine service needs and referring to appropriate veterinary staff.
  • Schedule appointments and follow-up exams, collaborating with veterinarians and staff for optimal scheduling.
  • Provide outgoing clients with necessary instructions, information, and invoices upon departure.
  • Dispense prescription items as directed by veterinarians and manage retail product sales.
  • Handle cash management responsibilities, including processing payments and reconciling the cash drawer daily.
  • Respond to customer complaints professionally and courteously, working to resolve issues satisfactorily.
  • Foster a collaborative practice environment that promotes teamwork and ensures quality, compassionate care for pets.
  • 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 experience in Veterinary Customer Service is required.

Skills and Abilities:

  • Strong understanding of effective customer service principles.
  • Basic knowledge of medical terminology.
  • Proficiency in various computer applications, including Microsoft Office Suite.
  • Excellent written, verbal, and active listening communication skills.
  • Strong interpersonal skills and customer relations capabilities.
  • Ability to handle sensitive issues with tact and diplomacy.
  • Strong organizational and time management skills, with the ability to prioritize tasks effectively.
  • Attention to detail and a high level of accuracy in all tasks.

Physical Requirements:

This position requires regular communication and the ability to use a computer for extended periods. It involves walking and standing for long durations, as well as bending, reaching, and repetitive motions. Exposure to disinfectants, pet dander, and other environmental factors may occur. The role requires the ability to lift up to 30 lbs unassisted and 50 lbs with assistance, along with flexibility to work evenings and weekends as needed.

Benefits:

  • 401K with company match
  • Health Insurance
  • Dental and Vision Insurance
  • Paid Time Off
  • Employee Assistance Program
  • Professional Development Assistance
  • Employee Discounts