Overnight CSR

Job Title: Overnight Client Service Representative

Location: Scottsdale Blue Pearl

Reports To: Client Service Supervisor/Manager

Position Type: Full-Time, Overnight 6pm - 6am

Schedule: TBD, will include weekends and holidays

About Us:

Scottsdale Blue Pearl is a fast-paced, 24-hour emergency veterinary hospital that provides exceptional care to pets in need of immediate medical attention. We are dedicated to supporting our patients, their families, and our dedicated team members in every way possible. We are seeking a compassionate and detail-oriented Overnight Client Service Representative to join our team.

Job Overview:

The Overnight Client Service Representative is a critical member of our overnight team, responsible for ensuring smooth communication with pet owners, supporting our medical staff, and delivering outstanding customer service during the night shift. This position requires a calm, empathetic demeanor, excellent multitasking skills, and a commitment to delivering exceptional client care in a high-energy, fast-paced environment.

Key Responsibilities:

• Client Interaction & Communication:

• Answer and respond to phone calls from clients, providing information about the hospital's services, pet health concerns, and emergency care options.

• Communicate clearly and effectively with clients regarding the status of their pets, including updates on treatments, diagnoses, and next steps.

• Schedule emergency visits, appointments, and follow-ups.

• Provide emotional support to pet owners, showing empathy during stressful situations.

• Administrative Support:

• Handle client intake and discharge procedures, ensuring accurate documentation of patient information, medical records, and billing details.

• Process payments and insurance claims, addressing any billing inquiries.

• Maintain patient and client confidentiality in accordance with hospital protocols and HIPAA guidelines.

• Coordination with Medical Team:

• Communicate important information from clients to the veterinary medical team (e.g., patient updates, concerns, or new admissions).

• Assist in preparing client-facing documents (e.g., discharge instructions) for medical staff review.

• Ensure that the hospital’s protocols for emergencies and patient care are followed promptly and effectively.

• Crisis Management:

• Remain calm and professional in emergency situations, efficiently managing high-stress client interactions.

• Handle difficult or upset clients with empathy and professionalism, de-escalating potentially tense situations.

Qualifications:

• Education & Experience:

• High school diploma or equivalent required.

• Previous experience in a veterinary, healthcare, or customer service environment is preferred but not required.

• Familiarity with medical terminology and animal care is a plus.

• Skills & Competencies:

• Exceptional communication and interpersonal skills, with the ability to remain calm and compassionate under pressure.

• Strong multitasking and organizational abilities, with attention to detail in a busy environment.

• Ability to use office equipment (phones, fax machines, computers) and learn new software quickly.

• Experience with customer service in a fast-paced setting.

• Ability to work independently with minimal supervision during overnight shifts.

• Comfortable using various communication tools (phone, email, messaging systems) to interact with clients and staff.

• Physical Requirements:

• Ability to sit for extended periods and handle light physical tasks, such as filing or organizing documents.

• Some lifting may be required (up to 25 pounds).

Benefits:

• Competitive salary and shift differentials for overnight shifts.

• Health, dental, and vision insurance.

• Paid time off (PTO) and holiday pay.

• Employee discounts on pet care services and products.

• Opportunities for professional development and training in veterinary care.

How to Apply:

Interested candidates are encouraged to submit a resume and cover letter outlining their qualifications and interest in the position.

Blue Pearl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.